American Express hiring an Operation Support role for the students. The candidates who are eligible can apply for the job through the link below. Read all the details carefully.
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 risk
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.
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 skill
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
American Express hiring Qualifications
Bachelor’s Degree or higher.
Competency in Microsoft Office: Word, Excel, PowerPoint, Project, and Visio.
