Experienced Executive Customer Relations Analyst – Complex Issue Resolution and Strategic Business Partnership Development

Introduction to American Express and the Role

At American Express, we believe in the power of progress and the importance of backing our customers, communities, and each other. As a global and diverse community of colleagues, we are committed to upholding our company values and providing the world's best customer experience every day. We are currently seeking an experienced and skilled Executive Customer Relations Analyst to join our team, contributing to the success of our Global Customer Research & Solutions (GCRS) organization. This hybrid role offers the flexibility to balance your time between our remote office and home, providing a unique opportunity to drive success while enjoying a better work-life balance.

About the Global Customer Research Solutions Teams (GCRS)

The GCRS teams support a wide variety of processes and sensitive activities, including managing complex escalations on behalf of senior executives, researching and addressing consumer inquiries, handling callbacks, and reviewing complaints to ensure compliance with legal, regulatory, and complaint program requirements. As an Executive Analyst, you will be responsible for the prompt and accurate response to Executive, Legal, and Regulatory Agency correspondence and hotline within an aggressive and strict timeframe. Your expertise in researching and resolving complex issues will be leveraged to build strong relationships across multiple areas of the business, driving meaningful outcomes for both the company and its customers.

Key Responsibilities

• Prompt and accurate response to Executive level escalations, ensuring timely and effective resolution of complex issues
• Effectively research and resolve complex Card Member issues by leveraging relationships across multiple areas of the business, including Marketing, Credit, Disputes, and multiple product benefits
• Manage multiple relations across various executive offices, building a strong network to enhance service delivery and drive business success
• Research consumer concerns through American Express applications and tools, identifying and resolving systematic and procedural breakdowns within the customer journey
• Package findings through executive case studies and visually via presentations, presenting customer friction points to executives and services partners
• Adhere to compliance and regulatory requirements while identifying business opportunities, demonstrating customer and brand advocacy

Essential Qualifications and Skills

To be successful in this role, you will require a strong experience in customer relations and executive escalations, with a proven track record in compliance and regulatory requirements. You will also need excellent communication skills, strong networking and relationship management abilities, and the capacity to evaluate risks and generate creative solutions. A Bachelor's degree in a relevant field such as Business Administration or related disciplines is preferred.

Preferred Qualifications and Skills

• Strong analytical skills, with the ability to research and resolve complex issues in a fast-paced environment
• Excellent relationship management and interpersonal skills, with the ability to build strong relationships across multiple areas of the business
• Proficient in using American Express applications and tools, with strong presentation skills, particularly with PowerPoint
• Ability to embrace customer advocacy and brand advocacy, with a customer-first culture and growth mindset

Career Growth and Development Opportunities

At American Express, we prioritize personal and professional growth, offering various training and development opportunities to help employees advance their careers. You will have access to a range of benefits, including competitive base salaries, bonus incentives, and a 6% Company Match on retirement savings plan. Our comprehensive medical, dental, vision, life insurance, and disability benefits will provide you with peace of mind, while our flexible working model and hybrid, onsite or virtual arrangements will allow you to balance your work and personal life.

Detailed Benefits and Perks

• Competitive base salaries and 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

Compensation and Benefits

The salary range for this role is $55,000.00 to $105,000.00 annually, with bonus benefits. We consider your location, experience, and other job-related factors when determining your pay, ensuring that you are fairly compensated for your skills and expertise.

Why Join American Express?

Joining American Express means being part of a diverse global community that prioritizes personal and professional development while striving for excellence in customer service. This role offers an exciting opportunity to work on complex issues in a supportive environment, contributing to meaningful outcomes for both the company and its customers. With our commitment to integrity, customer-centric values, and a culture of collaboration, you will feel valued and included, with opportunities to grow and develop your career.

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As an Executive Customer Relations Analyst, you will be part of a dynamic team that is dedicated to providing the world's best customer experience. With our comprehensive benefits, flexible working model, and commitment to career growth and development, you will have the support and resources you need to succeed. Apply now and join our team of talented and passionate professionals who are leading the way in customer relations and executive escalations.