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About the Role

Global Servicing (GS) oversees consumer travel and concierge experiences, card customer service functions, and key enablement functions. GS aims to provide the world's best customer experience by leveraging new technologies and a human touch.

Responsibilities

Review supporting documentation and accurately update systems of record for IREFRESH and KYC processes.
Manage back-office cases and inbound/outbound Card Member calls related to KYC process.
Assist Consumer, Small Business, and Corporate Clients with KYC Refresh requirements/ process.
Partner with Compliance, Strategy teams, and Commercial Account Managers to resolve cases and mitigate risk.
Gather and document evidence to support investigations and regulatory requirements.
Prepare and submit Compliance Referrals when required for through review and reporting.
Maintain accurate case records while adhering to regulatory, compliance, and Customer First standards.
Support additional phone and back-office operational activities based on business needs.

Requirements

Strong analytical and investigative skills with the ability to review documentation and identify discrepancies or potential risks.
Knowledge of Know Your Customer (KYC), customer due diligence, and regulatory compliance processes.
Strong attention to detail with a focus on accuracy, completeness, and quality.
Excellent written and verbal communication skills, including confidence handling inbound and outbound Card member interactions.
Strong customer service skills with the ability to maintain Customer First standards.
Ability to manage multiple back-office cases, prioritize workload, and meet productivity and turnaround-time expectations.
Strong documentation and record-management skills with experience maintaining accurate systems of record.
Sound judgment and problem-solving skills when handling complex or sensitive customer cases.
Ability to collaborate effectively with Compliance, Strategy, Account Managers, and other cross-functional partners.
Ability to identify potential compliance concerns and prepare clear, accurate Compliance Referrals when required.
Strong organizational and time-management skills.
Ability to learn new systems, processes, and regulatory requirements quickly and adapt to changing business needs.
Employment eligibility to work with American Express is required as the company will not pursue visa sponsorship for these positions.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Skills

Bilingual French is an Asset.

Work Type

hybrid, onsite or virtual arrangements depending on role and business need

Benefits

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

About the Company

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.
From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our 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.

Equal Opportunity

American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”).
If you have a disability and need accommodation, please speak with the Recruiter for more information.