Customer Care Professional

Job Description

We are seeking a detail-oriented and customer-focused professional to join our Banking Operations team. In this role, you will be responsible for reviewing high-risk pending applications, providing exceptional support for checking, lending, and non-card products, and ensuring compliance with regulatory requirements. You will work in a fast-paced, metrics-driven environment, handling complex customer inquiries, conducting research, resolving escalated issues, and delivering timely, accurate solutions while meeting Reg B service level agreements (SLAs).

The ideal candidate has a strong background in Banking Operations or New Accounts, with at least two years of relevant experience and a proven ability to manage multiple systems and priorities simultaneously. Experience in fraud or high-risk account review is highly preferred. Success in this role requires strong analytical, communication, and problem-solving skills, along with the ability to collaborate effectively across business units, adapt to change, identify process improvements, and consistently deliver an outstanding customer experience in complex servicing scenarios.

Responsibilities

Responsibilities include, but are not limited to:

• Work high risk pended applications and ensuring adherence to Reg B SLAs.
• Elevated research, servicing, remediation, and support for our checking, lending, and non-card products.
• Provide extraordinary customer care by responding to questions raised via phone concerning checking accounts / lending products in a fast-paced, structured customer care environment.
• Handle all decision objection related calls
• Work research cases and close loop with customers.
• Adhere to all Regulatory and Compliance guidelines related to service practices.
  
  

Qualifications

• Proven success in a Banking Operations or New Accounts role (two years +)
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a web-based environment
• One+ years' experience in Fraud/ high risk account review preferred
• Ability to analyze and suggest process improvements
• Excellent verbal and written communications and able to work cross functionally with other Business Units
• Proven ability to navigate working on multiple systems simultaneously
• Proven ability to manage change and continuous learning
• Proven ability to connect with customers through complex servicing scenarios ensuring to deliver extraordinary service
  
  

About Us

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 our 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.

About The Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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