At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

The Complaint Management Center of Excellence teams 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.

Roles and Responsibilities

The Complaint Quality Analyst will work closely with the different business units, Business Support & Transformation, to ensure consistent and superior customer experience through the following:

• Review, action, and document root cause and quality review for customer complaints and servicing issues.

• Ensure complaints and service 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 Customer Care Professionals.

• Ensure compliance with Complaints Management Policy and other legal/regulatory requirements.

• Make decisions regarding the disclosure of information; ensuring clear documentation is stored for each request.
• Ensure all information is supplied and communicated in the format requested by the requester, and securely as per InfoSec and Global Privacy guidelines.
• Work closely with the Complaints & Privacy Enablement team to make recommendations to drive improvements in the systems and processes used to fulfil requests.
• Communicate clearly; high degree of integrity, able to speak up for what is right as well as reporting/advancing risks and concerns
• Build and Leverage Relationships – collaborate, engage and contribute within the team and the business to deliver the achieve the best outcomes for customers and Amex.

Shift Window: 24*7 Rotational Shifts

Minimum Qualificatio

• Bachelor’s degree
• Not more than 5 years of difference between highest education degree completion date and
• Joining date
• Should not have enrolled in any prior Government Apprenticeship programs
• Strong attention to detail and accuracy
• Good communication and interpersonal skills
• A willingness to learn and adapt to new tasks and challenges
• Ability to maintain confidentiality

Preferred Qualifications

• Proficiency in basic computer applications (e.g., Microsoft Office Suite)

• Ability to work effectively in a team environment

Compliance Language

At American Express, our culture is built on a 175-year history of innovation, shared values and leadership behaviors, and an unwavering commitment to back our customers, communities and colleagues. As part of Team Amex, you’ll experience this powerful backing:

•  Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 

• Career development and training opportunities