Banking Disputes Specialist

American Express•Sandy, UT

22h•$20 - $24•Hybrid

About The Position

American Express is hiring a Banking Disputes Specialist on their Disputes Team within the Financial Adjustments Servicing Team. This role supports on-line deposit products provided by American Express National Bank for both consumer and commercial customers. The specialist will deliver world-class customer service, assist customers with a positive and professional attitude, and ensure accounts are handled accurately within service level agreements and regulatory guidelines. The role involves handling inbound/outbound calls, gathering and analyzing data to determine appropriate actions, and maintaining professional relationships between American Express, customers, and external banks. This fast-paced, high-performing team requires resilience, accountability, and passion to manage competing demands. The team processes daily non-fraud disputes on banking products, including those covered under Regulation E, and handles monetary or servicing requests. All processes are highly regulated and scrutinized, requiring a high level of organization and the ability to pivot to meet business needs. Colleagues may also partner on projects, data validation, and supporting exam management efforts, ensuring proper due diligence for all monetary transactions.

Requirements

Working knowledge of Regulation E dispute handling, including timelines, provisional credit, customer notices, and documentation requirements
2+ years’ experience in Operations or Banking Disputes
Must have excellent analytical, written, and verbal communication skills
Ability to work under pressure while managing multiple tasks effectively
Strong computer literacy with a solid working knowledge of current internet technology, the ability to research information for business related purposes and proficiency with any required interfaces implemented in the business day to day
Proven adaptability to a quickly changing environment
The drive to continually improve personal performance, customer satisfaction, operational goals, and business brand
Must be team oriented and come with a collaborative attitude and approach
This role is a hybrid role. Candidates must work in the office a minimum of 3 days a week based on predetermined scheduling
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Responsibilities

Apply exceptional attention to detail when reviewing and documenting banking processes, ensuring Regulation E dispute cases are accurate, timely, and aligned with procedural expectations
Possess intuitive and deductive reasoning skills
Be comfortable making decisions and recommendations in unclear circumstances
Show involvement and enthusiasm toward business initiatives that drive career development and team engagement
Communicate effectively with customers, leadership, counsel, audit, and other oversight partners to clearly articulate case details, risk considerations, and recommended actions
Have a resilient mindset and be dedicated to delivering top notch service
Ensuring quality and compliance metrics are maintained
Accuracy and efficiency is key in managing all processes and is tracked as a productivity metric
Take on additional responsibilities within Operations based on overall business needs to drive business initiatives and support career development and team engagement