Operations Support

5 months ago

Gurgaon, India Amex Full time

**You Lead the Way. We’ve Got Your Back.**

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, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll 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.

**How will you make an impact in this role?**

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

The team is part of Global Customer Research and Solutions. 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 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.

**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 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.
- 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

**Minimum Qualifications**
- Bachelor’s Degree or higher.
- Competency in Microsoft Office: Word, Excel, PowerPoint, Project and Visio etc.

**Preferred Qualifications**
- Additional knowledge of other GSG processes will be an added advantage

At American Express, you’ll be recognized for your contributions, leadership, and

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