Customer Service Analyst T1-I

Job Description

The Banking Back Office team, as part of Global Servicing Operations, is responsible for supporting critical account maintenance and legal operations while ensuring compliance with applicable regulatory requirements and internal policies. This team manages legal and maintenance requests by accurately assessing customer account information, processing account updates, and responding to legal orders in accordance with established procedures and service level commitments.

As a Banking Back Office Associate, you will be responsible for reviewing and validating legal and maintenance requests, conducting account research, and performing maintenance activities with a high degree of accuracy and attention to detail. You will retrieve relevant documentation, send appropriate response to legal and Maintenance requests, and ensure all actions comply with applicable laws, regulatory requirements, and American Express policies. The role also involves collaborating with cross-functional teams, identifying process improvement opportunities, and consistently delivering timely, compliant, and customer-focused operational support while maintaining the highest standards of quality and risk management.

Preferred Qualifications

• Graduates in law or related subjects
• 0-2 years of experience in an operations team/ in-house legal department or private law firm
• Articulate and fluent verbal and written English
• Sense of urgency, ability to discern critical matters and to meet deadlines
• Strong computer skills with proficiency in MS Office Suite
• Able to work independently and as a team player
• Strong written and oral communication skills
• Meticulous with attention to detail, able to analyze and problem solve
• Able to quickly train on, navigate, and extract information from a variety of databases and information platforms
• Able to work productively in a fast-paced environment with shifting priorities
• Excellent organization and time management skills
• Able to maintain confidentiality of sensitive information
• Prior banking Experience will be a plus

Responsibilities

• Open legal and Maintenance case in case management system and action as per defined SOP.
• Assess the validity of the legal & Maintenance request in accordance with Amex procedures
• Evaluate legal requests, research customer accounts, and perform maintenance action as per process defined guidelines
• Retrieve documents and/or prepare responses to legal orders or Maintenance request in accordance with applicable laws and Amex procedures
• Support all aspects of the work performed by our team related to our legal order processing functions and Maintenance work as per the process guidelines
• Comply in all aspects with US and other applicable country laws and Amex procedures
• Identify gaps in processes and suggest for improvement plan where applicable.
• Task to Be Completed Timely and Accurately Ensuring Compliance with Internal and External Policies, Procedures and Local Laws.
• Works well in teams and co-operates across departments.
• Builds and leverages relationships.