Experienced Customer Service Analyst - Network Policy at American Express - Join Our Team of 60,000+ Professionals and Deliver Exceptional Client Experiences
About American Express
At American Express, we believe that with the right support, individuals and organizations can achieve great things. Our associates are constantly redefining what's possible, and we're proud to support one another every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 partners, all working towards a shared goal of delivering an exceptional client experience every time.
Job Summary
We're seeking an experienced Customer Service Analyst - Network Policy to join our Worldwide Trader and Organization Services Group. As a key member of our GMNS Functional Greatness team, you'll play a critical role in driving risk-based decisioning and management of control and compliance objectives to support business needs while promoting a strong culture. Your expertise will help us develop and improve analysis and reporting capabilities, with a focus on driving automation.
Key Responsibilities:
- Partner closely with GMNS business and stakeholders to implement enhanced and automated MIS reporting solutions and analysis
- Identify process improvements and implement avoidance strategies to mitigate operational risk in close collaboration with the broader Functional Greatness team and GMNS teams
- Perform advanced data analysis to identify trends, synthesize proactive factors, and predict functional risk
- Influence unstructured data sources to identify potential process breakdowns and areas for improvement
- Develop recurring, consistent management Control and Compliance reporting and insights
- Elevate root cause analysis framework and create improved analysis and insights
- Continuously track control and compliance metrics to improve rating and inform risk-based decision-making
- Provide support for targeted projects aimed at improving the control environment, mitigating, and remediating risk
- Proactively analyze data to respond to key inquiries from stakeholders, developing reports and presentations that present findings in a meaningful format
Requirements:
Essential Qualifications:
- Bachelor's degree in a related field (e.g., Business, Finance, Operations)
- 3+ years of experience in a related field, preferably in a customer service, operations, or risk management role
- Strong analytical and problem-solving skills, with the ability to collect, organize, and interpret data to produce meaningful business insights
- Proficiency in MS Excel, SQL, and/or SAS, with experience in data analysis and reporting
- Excellent communication and interpersonal skills, with the ability to partner with stakeholders at all levels
Preferred Qualifications:
- Experience in the merchant services or financial services industry
- Knowledge of functional risk concepts and programs, with the ability to drive assessment of risks against effective controls and tests
- Familiarity with Hadoop, Big Data, and/or other advanced data analytics tools
- Certification in a related field (e.g., Six Sigma, Lean)
What We Offer:
Competitive Compensation and Benefits:
- Competitive base salary ($24/hour)
- Additional incentives and bonuses
- Support for financial well-being and retirement
- Comprehensive medical, dental, vision, and life insurance benefits
- Flexible work arrangements and schedules, including hybrid and virtual options with Amex Flex
- Liberal paid parental leave policies
- Free access to on-site wellness centers and employee assistance programs
Career Growth and Development:
- Opportunities for professional growth and advancement
- Training and development programs to enhance your skills
- Recognition and rewards for outstanding performance
Work Environment and Culture:
- Diverse and inclusive work environment
- Collaborative and dynamic team culture
- Opportunities to make a meaningful impact on our business and clients
How to Apply:
If you're a motivated and analytical professional looking to join a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information].
Equal Opportunity Employer:
American Express is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values and respects all employees.
USA Job Market Trends:
The US job market is constantly evolving, with various trends shaping the landscape. Some of the current trends include:
- Remote work and hybrid models
- Technology and digital skills
- Healthcare and biotechnology
- Renewable energy and sustainability
- E-commerce and logistics
- Cybersecurity
- Health and well-being
- Skilled trades and vocational roles
- Diversity, equity, and inclusion
- Gig economy and freelancing
- Aging workforce and succession planning
- Reskilling and upskilling
At American Express, we're committed to staying ahead of the curve and providing our employees with the skills and opportunities they need to succeed in a rapidly changing job market.
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