What are the responsibilities and job description for the Analyst Operations: Future Opportunities position at American Express?
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our company values and powerful backing promise to provide the worlds best customer experience every day. And well do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
This position reports to the Manager, Executive Consumer Relations 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, handling callbacks tied to the Abusive Customer Cancellation Program and reviewing complaints to ensure compliance with legal, regulatory and complaint program requirements.
Executive Analysts are responsible for the prompt and accurate response to Executive, Legal, and Regulatory Agency correspondence and hotline within an aggressive and strict timeframe. Executive Analysts are required to effectively research and resolve complex issues by leveraging relationships across multiple areas of the business. The areas of Card Member inquiries range from but are not limited to Marketing, Credit, Disputes and multiple product benefits within a wide range of American Express areas.
Key Responsibilities :
- Prompt and accurate response to Executive level escalations
- Effectively research and resolve complex Card Member issues by leveraging relationships across multiple areas of the business
- Manage multiple relations across various executive offices
- Researches consumer concerns through American Express applications and tools such as GSP, CLIC, etc.
- Identify and Resolve systematic and procedural breakdowns within the customer journey
- Package findings through executive case studies and visually via PowerPoint presentations
- Present customer friction points to executives, multiple lines of business, and servicing partners
- Proven track record adhering to compliance and regulatory requirements with an ability to identify business opportunities and drive positive outcomes for servicing, marketing and / or business unit functions
- Strong relationship management and interpersonal skills able to build a strong network across regions
- 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 demonstrates 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
- Qualifications
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
- Job :
- Operations
- Primary Location :
- US-Arizona-Phoenix
- Schedule
- Full-time
- Req ID :
- 24020470
Salary Range : $55,000.00 to $105,000.00 annually bonus benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, well consider your location, experience, and other job-related factors.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include :
For a full list of Team Amex benefits, visit our Colleague Benefits Site .
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
US Job Seekers / Employees - Click here to view the Know Your Rights poster and the Pay Transparency Policy Statement.
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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
Salary : $55,000 - $105,000
