Analyst-Operations

At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this 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.

Roles & Responsibilities:

• Review, analyze, and resolve customer escalations and complex application issues related to Global New Accounts.
• Investigate application processing delays, KYC/AML/Fraud requirements, credit bureau issues, and other operational discrepancies to ensure timely resolution.
• Partner with Risk, Credit, S&I, Fraud, and Account Servicing teams to identify root causes and implement sustainable solutions.
• Maintain comprehensive case documentation, including actions taken and final outcomes, in the case management system.
• Ensure full adherence to AMEX compliance, regulatory, and data protection policies in every escalation handled.
• Provide timely, accurate, and professional updates to internal stakeholders, senior leadership, and external regulators when required.
• Communicate case progress and findings to all relevant stakeholders, including ECR (Executive Consumer Relations) and senior leadership, ensuring transparency and alignment.
• Follow up through to case closure, maintaining accountability, clear communication, and proper documentation throughout the process.
• Identify recurring issues or patterns and proactively recommend process improvements to reduce future escalations.
• Act as a liaison between frontline teams (Flex, ERT, GCR, 900 Replacement) and higher-level support or functional groups.
• Support training, coaching, and calibration sessions to strengthen team understanding of escalation handling and resolution processes.
• Meet or exceed performance targets related to turnaround time, accuracy, and quality of escalation handling.

• Bachelor's degree or equivalent experience in Business, Finance, or related field.
• 2-4 years of experience in Customer Service, Operations, Risk, or Escalation Management (preferably in a financial services or credit card environment).
• Strong understanding of American Express New Accounts processes, credit risk evaluation, and operational workflows.
• Excellent communication and interpersonal skills, with the ability to manage sensitive escalations tactfully.
• Proven analytical and problem-solving ability with keen attention to detail.
• Ability to work under pressure, manage competing priorities, and deliver within SLAs.
• Proficient in MS Office Suite, internal AMEX tools (e.g., CLIC, , GNA systems), and case management systems.
• Flexibility to work in a 24/7 or rotational environment, if business needs require.

• Prior experience in GNA, CEN, Fraud, Credit risk at American Express.
• Knowledge of Global credit policies and bureau processes.
• Experience in managing or analyzing customer experience metrics or process performance data.

• Customer Focus - Puts the customer at the center of all decisions.
• Ownership & Accountability - Takes full responsibility for resolving escalations end-to-end.
• Attention to Detail - Ensures accuracy in all investigations and communications.
• Collaboration - Works effectively with cross-functional partners.
• Continuous Improvement Mindset - Identifies and drives process enhancements.