Content Expert (VB)

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services.

GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Customer Fulfilment Network - Responsible for back-office account servicing and maintenance activities, including account adjustments, credit balance refunds, Bank Recalls, Card Maintenance, and loan account research.

Collaborate with internal teams financial institutions to resolve issues, mitigate risk, while ensuring accurate and timely processing.

• Review rejects reports, identify root causes, and execute account adjustments and corrective actions accurately.
• Process credit balance refunds and Bank Recall requests in accordance with established procedures, coordinating with financial institutions as needed.
• Manage multiple Card Maintenance back-office processes while adapting to changing operational and business requirements.
• Research loan accounts, perform timely account maintenance, and retrieve internal account reports and statements for key stakeholders.
• Review supporting documentation and maintain systems of record to ensure accuracy, completeness, and regulatory compliance.
• Gather, analyze, and document evidence to support customer profile updates and compliance requirements.
• Prepare and submit Internal Suspicious Activity Reports (ISARs) and Compliance Referrals (CompRefs), ensuring complete and accurate supporting documentation.
• Collaborate with CEN, CSN, Compliance, Strategy, and other cross-functional partners to mitigate risk and support regulatory compliance initiatives.
• Provide phone-based and operational servicing support to meet evolving customer and business needs.