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Description

You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

At American Express, service has been at the core of our company for more than 160 years. In taking care of our prospects and customers, Global Service Group (GSG) colleagues view each interaction as an opportunity to deepen a relationship. We aim to not only anticipate and solve customer problems, but importantly, add value to every interaction. The Global Partner & Specialty Services group (GPSS) is responsible for managing outsourced telephone partners that support our servicing network. This role will be part of the GPSS group supporting our American Express Savings program. This team supports banking customers and prospects through inbound and outbound interactions.

The analyst role will support the GPSS Amex Saving Call Center (front-office). Responsibilities will include working with partners to drive results, creation, and oversight of materials to support our Customer Care Professionals, reporting and analytics, invoice management, compliance/regulatory oversight and communication, project support and assisting with internal/external partner management.

This exciting role provides the opportunity to become a subject matter expert in call center and partner management.

Key Responsibilities:

Creation and maintenance of CHC procedures, job aids, training materials and other partner facing documents

Maintain budget and invoicing

Review Business Self Testing (BST) and complaints data for trending, create and communicate action plans to reduce overall error rate

Facilitate and lead weekly Process Meetings and Monitoring Sessions

HR ID management, GRAF updates and password resets for all assigned partner colleagues

Assist in strategy optimization and cross functional implementation of new strategies

Research and resolve customer escalations, complaints, threats, and subpoenas

Assist with internal/external partner management

Provide detailed analysis on performance

Perform ad-hoc analyses as requested and present findings to leadership

Identify, analyze, present and close performance improvements as well as reengineering opportunities

Partnering with multiple business units in a multifaceted dynamic environment to drive Shareholder, Customer and Colleague metrics

Own and support specific B2C and GPSS projects

Qualifications

• Ability to multitask and operate effectively in a rapidly changing, dynamic environment

• Self-starter with strong problem-solving skills and ability to work independently with minimal leader oversight

• Strong written and verbal communication skills

• Proven ability to build relationships and influence without authority

• Organized and strong attention to detail

• Must be able to work effectively with multiple partners across both the internal organization and external agencies

• Strong desire to be a part of a fast-paced banking organization

• Ability to interact effectively with all levels to influence and drive results

• Project management skills with a growth mindset

• Skills in Excel required (understanding how to develop and work with formulas, pivot tables, charts, etc.), MS PowerPoint/Word skills

• Bachelor’s Degree preferred

• 1-3 years of experience in call center/telecommunications or partner management

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.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J), in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

US Job Seekers/Employees - Click here to view the “ EEO is the Law ” poster and supplement and the Pay Transparency Policy Statement .

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

Job: Project

Primary Location: United States

Other Locations: US-Arizona-Phoenix, US-Florida-Sunrise

Schedule Full-time

Req ID: 22016590