Customer Support Analyst - GCCS -Temporary Work Assignment 12 Months

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. 

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

This is a new opportunity within the Global GCCS (Global Centralized Commercial Servicing) Team. GCCS services - 75 of our top Commercial Clients, offering global centralized support.

Unleash your analytical skills to define the future of how we serve our customers. 

 How will you make an impact in this role? 

• Joint ownership & oversight of approx. 80 global GCCS Core clients, collaborating with CSA colleagues across the globe
• Responsible for overseeing the onboarding of PA’s for clients in the core segment, in conjunction with 2 x Onboarding Specialist CCP’s for support
• Ownership & accountability of escalated issues for the core segment, resolving issues independently using your experience and background to reach optimum outcomes for both the business & client. You will be expected to resolve these escalations independently, engaging relevant teams/contacts where needed. You will not be “handing off” these escalations for resolution.
• Provide root cause analysis to prevent future occurrences on escalated issues
• Newly onboarded or re-segmented clients – educate and train on self service opportunities in order to reduce demand into GCCS & ensure that PA’s are utilizing digital where possible working closely with @work trainers
• Partner with GCS colleagues on servicing related projects for your clients, and co-ordinate implementation of these alongside GCCS & other key stakeholders within the wider GCCS team
• Provide high level reporting to the core segment each month, supported by CoE
• Ensure a positive and smooth relationship is maintained with both the client & also key business partners such as GCS. Be able to challenge appropriately when required
• Partner with the global RL team to align on approach taken for all GCRC clients
• Regular direct communication with clients via clients preferred channel of choice (phone (outbound)/email)
• Be a direct point of contact for urgent queries and escalations & be able to respond in real time, re-prioritising tasks when needed
• Feel comfortable with researching local/regional GCCS processes/control/compliance requirements to resolve issues
• Flexible approach to work across global time zones when required
• Strong proven ability to take ownership and be able to prioritize conflicting demands
  

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