Representative - Special Servicing; VB

Job Description

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.

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.

Support Know your Card member processes through back-office case management and inbound/outbound Card Member servicing. Review documentation, investigate account activity, conduct KYC due diligence, and accurately update systems of record. Assist Consumer, Small Business, and Corporate clients with KYC requirements while partnering with Compliance, and other internal teams. Prepare Compliance Referrals, maintain regulatory standards, and deliver high-quality customer service.

• 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.

• 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.
• Bilingual French is an Asset.

The stated salary range represents the expected compensation for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience,…