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.

American Express’s Global Financial Crimes Surveillance Unit (GFCSU) and the US Investigations Unit (USIU) are part of the broader Global Risk & Compliance organization, operating within Global Financial Crimes Compliance (GFCC). Together, they provide end-to-end oversight and support of global financial crimes investigations. In partnership with GFCC, GFCSU and USIU develop and implement transaction monitoring rules, reports, and other tools to detect potential criminal activity. They investigate suspicious financial behavior and, when necessary, file Suspicious Activity Reports (SARs) with the Financial Crimes Enforcement Network (FinCEN) or refer cases to internal compliance partners for global reporting. These teams also manage risk related to politically exposed persons (PEPs) through sanctions screening and enhanced due diligence processes, as well as improper payments that may signal bribery, corruption, or other illicit conduct. GFCSU and USIU play a vital role in ensuring compliance with key regulations, including the Bank Secrecy Act (BSA), USA PATRIOT Act, and the Foreign Corrupt Practices Act. They also support law enforcement by providing critical information to combat money laundering, terrorist financing, credit card fraud, identity theft, and other financial crimes.

Role/Team Introduction

The Customer Information Team (CIT) provides critical support for the USIU’s Termination of Accounts (TA) process and USIU AML Investigations. CIT performs strategic outbound calls to obtain customer information to aid in the USIU’s investigations, in addition to performing other tasks that support broader USIU operations.

Job Responsibilities/Tasks

A successful CIT analyst will conduct outbound calls and receive inbound calls to and from customers related to a variety of compliance matters, while adhering to pre-established guidelines and procedures.

• Use a variety of internal systems to carry out compliance functions

• Prioritize and multi-task effectively by keeping the nature of the request, the requestor, and all related details in prospective and confidential

• Diffuse potentially difficult customer interactions and maintain a high level of customer service

• Contribute and potentially present in team meetings

• Adapt to the changing needs of the team and department

Minimum Qualifications

• At least one year experience with inbound and/or outbound inbound servicing calls with customers related to a variety of compliance matters (e.g. fraud, KYC, CDD, customer service)

• Proficient in Microsoft tools (Word, Excel, Outlook)

Preferred Qualifications

• Knowledge of American Express Servicing Platforms and call center operations

• Understanding of sanctions, the Bank Secrecy Act (BSA), the USA PATRIOT Act, and/or the Foreign Corrupt Practices Act regulations

• Experience with diffusing difficult customer interactions while maintaining a high level of customer service

• Ability to handle sensitive information in a confidential and professional manner

• Ability to effectively manage change and remain calm in stressful situations

• Proven ability to adapt to changing needs of a team, organization or department

• Keen attention to detail in investigation, analysis, and documentation

• Proven analytical problem-solving skills

• Effective communication and excellent writing skills

• Ability to manage multiple and varied projects simultaneously

• Bachelor’s degree preferred

Qualifications

Salary Range: $20.00 to $35.82 hourly bonus benefits

The above represents the expected hourly pay 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.

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

Job: Compliance

Primary Location: US-Arizona-Phoenix

Other Locations: US-Utah-Sandy, US-Florida-Sunrise

Schedule Full-time

Req ID: 25020647