Team Leader - Operations

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.

How will you make an impact in this role?

The Team Leader Enterprise Banking Services is responsible for 12-15 Customer Care Professionals reviewing existing Consumer and/or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action. The Team Leader would be responsible for performance management, including quality reviews, call monitoring, and other managerial responsibilities. 

Minimum Qualifications:

• Customer First focus = Easy, Recognize Solve
• 3 or more years of experience leading in a contact center environment
• Ability to develop, implement and accesses performance metric
• Experience developing staff using leadership models and/or coaching techniques
• Ability to analyze situations, negotiate and use the need to speed model to make decisions in a fast-paced environment
• Excellent written and oral communication, interpersonal and conflict resolution skills
• Have a mindset of innovation with an approach of streamlining internal process for greater speed and agility  
• Collaborate at all levels of the organization
• Ability to instill in others the highest level of integrity when dealing with customers, employees and shareholders
• Strong organizational and thorough skills with the ability to handle multiple priorities while meeting deadlines under pressure
• Ability to set goals and drive results in a changing environment
• ·    Strong computer skills, including proficiency in Excel, Word, and LexisNexis

Preferred Qualifications:

• Prior Banking knowledge and fraud experience is a plus

Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits