American Express Careers

Sr. Analyst,Global Customer Engagement Issue Resolution

Phoenix, Arizona
Customer Care Operations

Apply Get Referred

Job Description

The Global Services Group (GSG) has at its core a mission to put the Customer First, through the principles of making things Easy and simple for our Customers, Recognizing and Valuing their relationship with us, and Owning & Solving their issues. A central part of this commitment is ensuring that when things do not go as planned, we have our customers’ backs and will rapidly and effectively remediate the problem.

The GSG Issue Management team is responsible for the end-to-end oversight, monitoring and resolution of all Operational Risk Event and Corrective Actions arising within our customer service teams (Goods and Service Order (GSO), Gold Card Events (GCE) , Global Statement System / Global Shared Service (GSS) and Global Credit & Fraud Network (GCFN)). Our mission is to transform the issue management program by providing insights which will drive process improvements, improve process efficiencies and influence investment decisions, while strengthening the control environment; meeting regulatory requirements; enabling and supporting growth; and ensuring flawless customer experience.

Sr. Analyst of Global Customer Engagement Issue within GSG Governance and Controls Issue management team will play a key supporting role in driving all key Operational Risk Events and Compliance Corrective Actions for Global Customer Engagement Business line. The analyst will also support the Manager for key CA remediation requirements as well as drive best practices for remediation across GSG Governance and Controls group.
  • Support execution of Operational Risk Event Program and Corrective action Program across Global Customer Engagement group that includes Customer Engagement Network, Corporate Servicing Network, Partner and Specialty Services
  • Partner with Compliance, Privacy, General Counsel’s office and other key Subject Matter Experts on Issue Remediation and Prevention to ensure standards/deliverable are achieved
  • Develop sound action plans to drive resolution, remediation and prevention of Issues that qualify as Operational Risk Events and Corrective Actions, in a timely and complete manner
  • Work with technology teams for correct active remediation across global servicing group
  • Provide support and guidance on training and documentation of policy and procedures for new and existing processes
  • Partner with the Global Banking, Accounts Receivables team and other stakeholders to define clear remediation guidelines as well as drive preventive steps from over-remediation and other Remediation deadline misses


  • 3-7 Years of experience within internal controls, technology servicing or compliance groups within the financial service industry
  • Strong Process management skills to understand large complex processes and able to understand all the details of the process for process improvement
  • Demonstrates excellent interpersonal skills including collaborating and influencing abilities with proven ability to operate successfully across the organizational matrix
  • Familiarity with Operational Risk, Operational Excellence and other key Control and Compliance policies of American Express is a plus
  • Background in business- technology analysis, Technology Capabilities development or product development is a plus
  • Knowledge or Experience within the functions of Global Servicing Group is a plus
  • Exceptional verbal and written communication skills, alongside excellent analytical skills
  • Strong focus on execution, agility in action and attention to detail to ensure all delivery deadlines are met with utmost quality
  • Education: Bachelor’s degree or equivalent work experience
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19015255
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 9, 2019, 9:44:01 AM
Apply Get Referred