This job is with American Express, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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 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?

This role sits within the UK Third Party Payments Investigation Team as part of the wider Consumer Credit department. The team plays a crucial role in supporting Regulatory Assurance by investigating Third-Party Payment activities and ensuring compliance with applicable financial legislation and regulations.

As a Customer Care Professional within the Customer Payment Investigations team, you will be responsible for screening, verifying and analysing customer payment data to identity suspicious behaviour that may present a heightened risk to the business. Through detailed casework and Card Member calls, you’ll conduct investigations and file reviews to distinguish between primary and secondary issues and document your conclusions with factual evidence. You may also be required to support actions such as account suspension or cancellations, in line with internal policies and applicable legislation and regulation.

Responsibilities:

• Handle inbound and outbound phone calls to our Card Members, with professionalism and empathy, to request documentation support of all third-party payers on an account and explaining investigation outcomes clearly and compliantly. 

• Accurately update and maintain Card Member records and investigative findings in case management systems, including risk analysis with evidence and supporting documentation.

• Collaborate with internal partners to ensure timely remediation, refresh activities and escalation of risk-related findings.

• Raise Internal Suspicious Activity Reports (ISAR) with evidence and report to the compliance department for further investigation.
• Engage with Card Members to resolve overdue accounts and settle balances, whilst taking proactive steps to mitigate risk on high-exposure accounts before they become delinquent. 

• Work to KPI’s including case handling time, adherence to schedule and compliance.

• Build and maintain positive working relationships through collaboration and communication.

Minimum Qualifications:

• Previous experience in a customer service, compliance, financial operations, or investigations-based role.

• Excellent verbal and written communication skills, with the ability to explain complex cases in a clear manner, and communicate vitality and needs effectively with clients

• Curious mindset with a strong attention to detail with the ability to analyse customer behaviours and payment patterns. 

• Strong teamwork and relationships with the ability to influence others, and build trust with both customers and internal colleagues

Preferred Qualifications:

• Prior experience in a phone-based role

• Experience in a regulated financial services environment or a team supporting compliance investigations

• Knowledge of the (UK) AML regulations is a plus

• Know Your Customer (KYC) and Customer Due Diligence (CDD) experience is an advantage

• Knowledge of software and digital payment systems (e.g. CSP, Globestar etc.)

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

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