Analyst – Customer Advocacy Servicing Team (CAST)

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 position reports to one of the Managers in Customer Advocacy within the Global Customer Research & Solutions (GCRS) organization. The Global Customer Research Solutions Teams (GCRS) support a wide variety of processes and sensitive activities such as managing highly complex escalations on behalf of senior executives, researching and addressing consumer inquiries submitted through a variety of regulating agencies and reviewing complaints to ensure compliance with legal, regulatory and complaint program requirements.

The candidate chosen to fill this Analyst role will be responsible for researching and addressing consumer inquiries submitted through primarily the Better Business Bureau (BBB), which may shift to handling more regulatory and agency complaints over time with Inventory strategies. The successful candidate will review complaints in a timely manner to ensure compliance with legal, regulatory and complaint program requirements as well as meeting strict service level agreements (SLA).

Key Responsibilities:

•         Professionally and efficiently handle sensitive regulatory and agency complaints.
•     Interact with and respond to bank regulators, state and government agencies regarding consumer complaints. 
•   Research consumer concerns through American Express applications and various servicing portals (i.e. GSP, CSP, CLIC/GCC, etc.).
•         Ensure all requirements set by the U.S. Complaint Policy are met within all written communications.
•      Identify process gaps and opportunities for improvements within the CAST process.
•       Support and represent American Express by working closely with strategic affiliate contacts such as GCO, Compliance and other GSG affiliates to conduct thorough research.
•         Uses strong analytical skills to focus on issues/gaps in the customer journey, evaluate customer claims, generate creative solutions, and evaluate risks.
•       Embraces and actively demonstrate customer advocacy and brand advocacy.
•     Foster an “ALL in CULTURE environment of “Customer First”, “Process Excellence” and “Growth Mindset” to improve the customer and employee experience.

• Minimum Qualifications:
•       Experience in Complaints handling of second level reviews for the US market required.
•         Drives Results – Ability to ensure accuracy in all deliverables and independently manage case assignments with adherence to business requirements and process controls as well as proven ability to meet deadlines.
•       Communicates Effectively – Exceptional written communication skills including legal, compliance and risk perspective with an appropriate balance toward Customer First and quality.
• High degree of integrity, comfort with speaking up for what is right as well as reporting/escalating risks and concerns.
•        Builds and Leverages Relationships – Strong relationship management and conflict resolution skills with proven track record of positively collaborating and influencing in a matrix environment to achieve outcomes without direct responsibility.
•       Analytical skills are essential for this role with proven demonstration of strong thought leadership, problem solving, and decision-making skills.
•         Understanding of Bank/Credit Card Regu