Customer Service Analyst T1-I

Job Overview

The Banking Back Office team within Global Servicing Operations plays a crucial role in managing essential account maintenance and legal operations, ensuring they comply with regulatory standards and internal policies. This team handles legal and maintenance requests by accurately examining customer account details, executing account updates, and responding to legal orders following prescribed procedures and service-level timelines.

Key Responsibilities

• Initiate legal and maintenance cases in the case management system and proceed according to the established standard operating procedures.
• Verify the validity of legal and maintenance requests as per American Express guidelines.
• Analyze legal requests, investigate customer accounts, and carry out maintenance activities adhering to defined processes.
• Obtain necessary documents and formulate responses to legal orders or maintenance inquiries compliant with relevant laws and company procedures.
• Support the legal order processing and maintenance activities following process manuals.
• Ensure strict compliance with US and other applicable country laws as well as internal Amex procedures.
• Identify procedural gaps and propose recommendations for enhancements.
• Complete tasks accurately and promptly while ensuring adherence to internal and external policies, procedures, and local laws.
• Collaborate effectively with teammates and across departments, building strong professional relationships.

Qualifications and Skills

• Degree in law or related discipline preferred.
• 0-2 years experience in operations, in-house legal teams, or private legal firms.
• Excellent verbal and written English communication skills.
• Ability to prioritize urgent matters and meet deadlines efficiently.
• Strong proficiency with MS Office applications.
• Capable of working independently and collaboratively as part of a team.
• Detail-oriented with strong analytical and problem-solving abilities.
• Quick learner able to navigate and extract information from multiple databases and platforms.
• Effective organizational and time management skills.
• Maintains confidentiality regarding sensitive data.
• Experience with banking operations is advantageous.

About American Express

American Express has a legacy of 175 years rooted in innovation, shared values, and leadership principles. The company is dedicated to supporting customers, communities, and colleagues by delivering unique products and superior customer service while maintaining a strong risk-conscious approach aligned with its brand promise of trust, safety, and service.

Team members are supported with numerous benefits promoting holistic well-being, including opportunities for career growth and skill development. Employees' perspectives and contributions are valued, enabling them to leave a significant impact and collectively shape the company’s future.

Benefits and Work Environment

• Competitive base salary and bonus incentives.
• Financial wellness support including retirement planning.
• Comprehensive health benefits such as medical, dental, vision, life insurance, and disability coverage (subject to location).
• Flexible working arrangements including onsite, hybrid, or virtual setups based on role and business needs.
• Generous paid parental leave policies according to location.
• Access to global wellness centers offering medical staff support where available.
• Confidential counseling support through wellness programs.
• Opportunities for career development and training.

Additional Information

American Express is committed to equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, veteran status, disability, age, or other protected statuses. Employment offers are contingent upon successful background verification within the bounds of applicable laws.