Complaint Analyst

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Job Description

This is a Band 28 requisition.
Why American Express?

There’s a difference between having a job and making a difference.


American Express has been making a difference in people’s lives for over 160 years,

backing them in moments big and small, granting access, tools, and resources to take

on their biggest challenges and reap the greatest rewards.


We’ve also made a difference in the lives of our people, providing a culture of learning

and collaboration, and helping them with what they need to succeed and thrive. We

have their backs as they grow their skills, conquer new challenges, or even take time to

spend with their family or community. And when they’re ready to take on a new career

path, we’re right there with them, giving them the guidance and momentum into the

best future they envision.


Because we believe that the best way to back our customers is to back our people.


The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.


This position reports to the Team Leader of Customer Second Level Review Team.


The team is part of Global Research and Intelligence Team and GRIT 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.


 This team also responds to complaints which are directed from a number of offices or processes including but are not limited to the Social Media Response Team, Government Affairs, General Counsel’s Office, Office of Corporate Secretary, Investor Relations and Corporate Public Affairs. The process is also responsible for maintaining a mature Complaint Program Office to ensure the proper program requirements are defined per the governing policy in order to meet internal compliance and external regulatory guidelines.


Key Responsibilities:


The Complaint Analyst, Customer Second Level Review team will work closely with the different business units, Business Support & Transformation to ensure a consistent and superior customer experience through the following


•Review, action, and document root cause and resolution for customer complaints and servicing issues

•Ensure complaints and servicing issues are properly coded to meet regulatory reporting requirements

•Identify and escalate trends and defects that have a potential legal, regulatory or servicing risks

•Provide coaching and feedback to Team Leaders and Customer Care Professionals

•Understand basic consumer protection, banking regulations and applicable laws to identify and appropriately escalate complaints, defect and trends to business partners within Compliance, World Service, and the bank

•Ensure compliance with Complaints Management Policy and other legal/regulatory requirements. This role may be subject to additional background verification checks.

This role may be subject to additional background verification checks

•Ability to ensure accuracy in all deliverables and independently oversee daily work with adherence to business requirements and process controls.

•Demonstrated experience handling multiple priorities with strong attention to detail and excellent follow up skills.

•Passion for the customer experience through the regulatory and compliance lens

•A strong ability to make sound business decisions, analyze complex card member issues and eliminate defects via Process Excellence needed to succeed in the challenging and rewarding position

•High degree of integrity, comfort with speaking up for what is right as well as reporting/escalating risks and concerns.

•Strong relationship management and conflict resolution skills with proven track record of positively collaborating and influencing in a matrix environment to achieve outcomes with and without direct responsibility.

•Exceptional problem solving combined with strong interpersonal skills

•Analytical skills are essential for this role with proven demonstration of strong thought leadership

•Excellent communication skills, both verbal and written; ability to articulate and present vision or concepts that educate and influence senior level thinking; ability to integrate multiple viewpoints and synthesize key messages into high-impact communications

•Knowledge of products and services and prepared to learn additional products, services and functions.

•Ability to deliver exceptional treatment to both internal and external customers.

•Appropriately handles sensitive information with confidentiality.

•Demonstrated ability to influence without authority

•Flexibility in work schedule      



Education -Bachelor’s Degree or higher


•Competency in Microsoft Office: Word, Excel, PowerPoint, Project and Visio.

ReqID: 19021839
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Dec 27, 2019, 5:09:20 AM