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For Companies At a Glance
- Tasks: Investigate customer behaviour and ensure compliance with regulations.
- Company: Join American Express, a leader in financial services with a commitment to inclusivity.
- Benefits: Enjoy competitive salaries, flexible work options, and comprehensive health benefits.
- Why this job: Make an impact while developing your skills in a supportive and innovative environment.
- Qualifications: Experience in customer service and strong analytical skills are essential.
- Other info: This role offers opportunities for career growth and personal development.
The predicted salary is between 28800 - 43200 £ per year.
Job Description
This job is with American Express, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
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.
Are you an experienced Customer Care Professional with a curious and analytical mentality and do you want to give your career a boost? Then this job might be made for you.
This position will sit within the new UK Third Party Payments Investigation Team as part of the wider Consumer Credit department, responsible for supporting the investigation and outcomes of a comprehensive Regulatory Assurance Compliance Program within American Express Services Europe Limited (AESEL).
It is our responsibility as a financial service provider, to screen, identify and verify customers and to report unusual behaviour. This specific role will be supporting analysis, remediation, and refresh activities of customer & business files to adhere to all applicable legislation and regulation!
How you will make an impact in this role
In this team, we perform analysis and remediation activities to complete customer files. We conduct local analysis/investigations to detect unusual and suspicious customer behaviour which might cause an increased risk to the company. As a result, it is part of the role that we suspend and cancel accounts when necessary!
- Perform risk analysis on the total picture of a customer and collect evidence/documentation accordingly
- Raise Internal Suspicious Activity Reports (ISAR) with evidence and report to the compliance department for further investigation
- Contact customers to understand the behaviour of a customer and to request documentation support of all third-party payers on an account
Minimum Qualifications
Experience in customer service and/or as a Customer Care Professional is required for this role as a minimum. The ideal candidate requires an analytical mentality and the skills to investigate difficult situations.
- Ability to distinguish main and side issues and to substantiate factual conclusions
- Ability to report the case effectively to the compliance department (ISAR)
- Strong teamwork, relationship, influencing and customer communication skills (verbal and written)
- Ability to communicate urgency and need effectively with clients
Preferred Qualifications
- Know Your Customer (KYC) and Customer Due Diligence (CDD) experience is an advantage
- Knowledge of the (UK) AML regulations is a plus
Non-considerations for sponsorship: Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
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
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
#LI-DNI
Customer Care Professional - UK Third Party Payments Investigation Team employer: American Express
Contact Detail:
American Express Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Professional - UK Third Party Payments Investigation Team
✨Tip Number 1
Familiarise yourself with the UK AML regulations and KYC processes. Understanding these concepts will not only help you in the interview but also demonstrate your commitment to compliance, which is crucial for this role.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've successfully investigated customer issues in the past. Be ready to discuss specific situations where your analysis led to positive outcomes.
✨Tip Number 3
Highlight your communication skills, especially in relation to customer interactions. Prepare to discuss how you've effectively communicated urgency and resolved complex customer queries in previous roles.
✨Tip Number 4
Research American Express's values and culture. Being able to align your personal values with theirs during the interview can set you apart as a candidate who truly fits within their team.
We think you need these skills to ace Customer Care Professional - UK Third Party Payments Investigation Team
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Care Professional position. Understand the key responsibilities and required qualifications, especially the importance of analytical skills and customer communication.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service and any analytical roles you've held. Emphasise your ability to investigate issues and communicate effectively, as these are crucial for this position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer care and your analytical mindset. Mention specific experiences where you successfully handled difficult situations or conducted investigations, linking them to the role's requirements.
Highlight Relevant Skills: In your application, be sure to mention any experience with Know Your Customer (KYC) and Customer Due Diligence (CDD), as well as your understanding of UK AML regulations. These skills will set you apart from other candidates.
How to prepare for a job interview at American Express
✨Showcase Your Analytical Skills
Since the role requires an analytical mentality, be prepared to discuss specific examples where you've successfully analysed complex situations. Highlight your problem-solving skills and how you approach investigations.
✨Understand Regulatory Compliance
Familiarise yourself with UK AML regulations and KYC processes. Being able to discuss these topics will demonstrate your knowledge and commitment to compliance, which is crucial for this position.
✨Emphasise Communication Skills
This role involves contacting customers and reporting findings to the compliance department. Prepare to showcase your verbal and written communication skills, perhaps by sharing experiences where effective communication made a difference.
✨Demonstrate Teamwork and Relationship Building
American Express values teamwork, so be ready to provide examples of how you've worked collaboratively in previous roles. Discuss how you build relationships and influence others to achieve common goals.
