Team Leader-Operations - Military Service Support Team (SCRA/MLA)

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.

The Team Leader-Operations Military Service Support Team (SCRA/MLA) will be responsible for managing the day-to-day operations of a team of Customer Care professionals in a non-phone environment. 

The CFN Military Service Support Team reviews and actions requests for account financial protection for US military Servicemembers, under the Servicemembers Civil Relief Act (SCRA) and the Military Lending Act (MLA).  This team aims to achieve 100% accuracy and timeliness in the handling of requests to ensure our customers who serve in the US Military receive the highest level of customer care.  The SCRA and MLA are highly regulated areas, and the Team Leader in this role will ensure that our Customer Care Professionals (CCPs) and thereby American Express remain compliant with these regulations as well as with American Express’ high standard of service.

Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results. This exciting Team Leader role is the coach to a team of highly skilled and motivated Customer Care Professionals (CCPs).

Candidate will be responsible for, but not limited to the following:

• Lead a team of direct report CCPs and provide support for colleagues within the Military Service Support Team.
• Proven problem solving, decision making, and strong analytical skills are necessary to manage the day-to-day inventory of cases.
• Perform with a keen eye for detail to ensure accuracy and compliance with regulatory requirements during case handling.
• Develop a strong understanding for the team’s and American Express’ role and responsibilities in adhering to the SCRA and MLA regulation.
• Work independently and/or as a part of a team to effectively manage day-to-day case inventory.
• Lead and perform with an "audit" mindset to identify and prevent potential operations and/or compliance failures.
• Deliver tailored, inspirational and effective coaching to CCPs.
• Partake in the selection, training and development of high performing and highly engaged team members for the Military Service Support Team.
• Provide tailored coaching and feedback through consistent interactions during one-to-one and team discussions with CCPs.
• Ensure CCPs have the resources needed to be successful in their role daily.
• Contribute actionable ideas for performance improvement at an individual and team level.
• Inspire and motivate team members to have a passion to serve with integrity.
• Create and maintain an environment of belonging where colleagues know they and their contribution are valued and welcomed.
• Be the point of escalation for Care Professionals and customers needing additional support.
• Ensure adequate staffing levels to maintain service levels and customer satisfaction.
• Ensure all customer inquiries have been managed effectively and efficiently.
• Lead and maintain employee satisfaction