Customer Service Analyst T1-I

Overview

The Banking Back Office team within Global Servicing Operations is tasked with managing critical account maintenance and legal processes while ensuring full compliance with relevant laws and internal policies. This role involves handling legal and maintenance requests by carefully reviewing customer account data, updating accounts, and responding to legal orders following prescribed protocols and service commitments.

Key Responsibilities

• Initiate legal and maintenance cases in the case management system and proceed according to established standard operating procedures.
• Verify the legitimacy of legal and maintenance requests in line with American Express's guidelines.
• Analyze legal requests, investigate customer accounts, and execute account maintenance actions as per procedural directives.
• Gather necessary documentation and formulate responses to legal orders or maintenance requests adhering to applicable laws and company procedures.
• Provide comprehensive support for legal order processing and maintenance duties consistent with process instructions.
• Maintain strict compliance with US and other relevant jurisdictional laws as well as company policies.
• Identify process inefficiencies and contribute suggestions for enhancements.
• Complete assignments accurately and promptly while adhering to internal and external regulatory standards.
• Collaborate effectively within the team and coordinate across departments.
• Develop and utilize relationships to support operational goals.

Candidate Qualifications

• Degree holders in law or related disciplines preferred.
• 0–2 years of experience in operations, legal departments, or law firms advantageous.
• Excellent spoken and written English skills.
• Strong sense of urgency, ability to prioritize critical issues, and meet deadlines.
• Proficient with Microsoft Office applications.
• Capable of working independently as well as part of a team.
• Detail-oriented with solid analytical and problem-solving skills.
• Quick learner able to navigate multiple data and information systems.
• Adaptable in fast-moving environments with shifting priorities.
• Outstanding organizational and time management abilities.
• Respect for confidentiality concerning sensitive information.
• Prior experience in banking is a plus.

About American Express

American Express boasts over 175 years of culture founded on innovation, core values, and leadership. The company prioritizes risk management to uphold its reputation for trust and superior customer service. Being a part of American Express means gaining access to extensive wellness benefits, continuous learning, leadership growth, and meaningful impact.

Employee Benefits

• Competitive salaries and bonus opportunities.
• Support for financial wellness and retirement planning.
• Comprehensive health coverage including medical, dental, vision, life insurance, and disability benefits, subject to location.
• Flexible working arrangements including onsite, hybrid, or virtual setups depending on role needs.
• Generous parental leave policies where applicable.
• Access to onsite wellness centers staffed with healthcare professionals in certain locations.
• Confidential counseling services through the Healthy Minds program.
• Opportunities for career advancement and professional development.

Equal Employment Opportunity and Background Checks

American Express is committed to equal employment opportunities regardless of race, color, religion, gender identity, sexual orientation, national origin, veteran status, disability, age, or other protected characteristics. Employment offers are contingent upon the successful completion of background verification in line with applicable laws.