Job Details

Description

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. 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.

This position is a key member of the Complaint Oversight Program Office (COPO) within Global Risk & Compliance. COPO is responsible for providing oversight of the American Express National Bank (AENB) and American Express (AXP) Enterprise-Wide Complaint Policies and associated programs. COPO conducts periodic complaint related reviews, maintains and refreshes the AENB and AXP complaint policies and the associated AENB complaint training module, and provides complaint subject matter expertise (SME) to first line and second line business units. The Complaint Oversight Program helps AENB and AXP identify unaddressed regulatory risk related to consumer laws and regulations.

The Manager of the Complaint Oversight Program Office is responsible for assisting in executing the overall Complaint Oversight Program for AENB and AXP. The main responsibilities of the Manager, Complaint Oversight will be to:

• Provide data driven insights to support the ongoing monitoring of end-to-end complaint program efficacy conducted by the Complaint Oversight Program Office.

• Support Complaint monitoring Risk Appetite Framework metrics.

• Lead reporting for the Complaint Oversight Program Office monitoring activities

• Assist with complaint related requests received from the Internal Audit Group (IAG) and external regulators.

Qualifications:

• Bachelor’s Degree is required.

• Working knowledge of US consumer regulations is required.

• Ability to clearly communicate results of analytics to all levels of management.

• Ability to effectively influence colleagues at all levels is required.

• Proficiency in Microsoft Tools is required.

• Advanced data analytic skills are required.

• Knowledge of and fluency in navigating American Express complaint data systems of record is preferred.

• 4-5 years of consumer complaint experience is a plus.

• 4-5 years of demonstrated consumer financial services experience in a compliance, legal, audit or risk role is preferred.

• Working knowledge of American Express products and services is a preferred.

• Top candidate is self-motivated; dependable; adaptable; detail-oriented; and able to manage multiple priorities, work within a team environment and independently drive results.

Qualifications

Salary Range: $90,000.00 to $165,000.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries

• Bonus incentives

• 6% Company Match on retirement savings plan

• Free financial coaching and financial well-being support

• Comprehensive medical, dental, vision, life insurance, and disability benefits

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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

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Job: Compliance

Primary Location: US-Utah-Salt Lake City

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

Schedule Full-time

Req ID: 25010708