What are the responsibilities and job description for the Manager-Compliance position at American Express?
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This position is a key member of the Complaint Oversight Program Office (COPO) within Global Risk & Compliance. COPO is responsible for providing oversight of the American Express National Bank (AENB) and American Express (AXP) Enterprise-Wide Complaint Policies and associated programs. COPO conducts periodic complaint related reviews, maintains and refreshes the AENB and AXP complaint policies and the associated AENB complaint training module, and provides complaint subject matter expertise (SME) to first line and second line business units. The Complaint Oversight Program helps AENB and AXP identify unaddressed regulatory risk related to consumer laws and regulations.
The Manager of the Complaint Oversight Program Office is responsible for assisting in executing the overall Complaint Oversight Program for AENB and AXP. The main responsibilities of the Manager, Complaint Oversight will be to:
- Manage collaborative relationships with first line, second line and third line business unit colleagues to ensure Program standards are met.
- Execute Periodic Complaint Reviews, Complaint process related Periodic Reviews, ad hoc complaint reviews, and issue associated review reports.
- Analyze complaint data received through various AMEX channels, identify potential consumer compliance risks, and escalate as appropriate.
- Assist in the development of the Complaint Oversight Program annual plan.
- Execute the annual refresh of the AENB and AXP policies and the updating of the AENB Tier 2 Complaint Management Training.
- Assist with complaint related requests received from the Internal Audit Group and external regulators.
Qualifications:
- Bachelor’s Degree is required.
- 4-5 years of demonstrated consumer financial services experience in a compliance, legal, audit or risk role is preferred.
- 4-5 years of consumer complaint experience is required.
- Working knowledge of US consumer regulations is required.
- Working knowledge of American Express products and services is required.
- Knowledge of and fluency in navigating American Express servicing tools is preferred.
- Ability to clearly communicate results of Periodic Reviews in a written format is required.
- Ability to effectively influence colleagues at all levels is required.
- Proficiency in Microsoft Tools is required. Advanced skills in Excel are preferred.
- Top candidate is self-motivated; dependable; adaptable; detail-oriented; and able to manage multiple priorities, work within a team environment and independently drive results.
Salary Range: $90,000.00 to $165,000.00 annually bonus benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll 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:
- 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
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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
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.
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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 : $90,000 - $165,000
