Project Analyst II - 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 Project Analyst II – Military Service Support Team (SCRA/MLA) acts as a liaison between the operations and project teams, ensuring smooth coordination and alignment of goals.  The successful candidate in this role will also support operations by identifying risks, tracking operational progress and providing insights to enhance efficiency, compliance and overall success of the operations.

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 Project Analyst II will partner with the operations leaders to 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.

This role will be responsible for but not limited to the following:

• Participate in and contribute to projects that improve the controls, experience, efficiency, and effectiveness of Operations.

• Take the lead in raising and documenting identified Operations Issues and Risk Events to include tracking and reporting.

• Manage track and provide timely reporting on operational gaps, complaints received and other indicators potential risk.

• Review and action Smart Monitoring Alerts in collaboration with coaches, Team Leaders and Compliance.

• Review case handling processes and CHC documents and collaborate with Team Leaders and Compliance make improvements where necessary.

• Develop a strong understanding of operational procedures, systems and partnering teams and act project liaison.

• Develop a strong understanding of and review operations’ reports and action as needed in collaboration with coaches and Team Leaders.

• Collaborate with Operations and partnering teams to drive compliance and timely delivery on key initiatives and programs.

• Collaborate with GOCM and Ops leaders to deliver on daily operational tasks such as distributing aging or special handling inventory when needed.

• Support on additional tasks and have flexibility in work assignments based on business needs.

Minimum Qualifications:

• Strong organizational and collaborative skills.

• Demonstrated ability to recognize potential risks, escalate concerns and apply risk management principles.

• Strong accuracy in documentation, reporting and monitoring activities.

• Clear written and verbal communication skills for reporting findings and collaborating with cross-functional teams.

• Capacity to recommend solutions and process improvements while balancing regulat