Director – Complaint Oversight Program Office

American Express•Sunrise, FL

About The Position

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. How will you make an impact in this role? The Complaint Oversight Program Office (COPO), within second line of defense Global Risk & Compliance, is responsible for providing oversight of the American Express National Bank (AENB) and American Express (AXP) Enterprise-Wide Complaint Policies and associated programs. Reporting to the VP of Consumer Fairness and Complaints, the Director of Complaint Program Oversight will be responsible for leading the team challenged with the oversight the complaint policies and associated program. This critical leadership role will act as the key liaison between first line of defense complaint supporting colleagues, monitor policy adherence, and oversee monthly senior leadership complaint reporting.

Requirements

Bachelor’s Degree
4-5 years of consumer complaint experience
Working knowledge of US consumer regulations
Working knowledge of American Express products and services
Ability to effectively influence colleagues at all levels
Proficiency in Microsoft Tools
Top candidate is self-motivated; dependable; adaptable; detail-oriented; and able to manage multiple priorities, work within a team environment, and independently drive results.

Nice To Haves

Advanced degree in a related field
4-5 years of demonstrated consumer financial services experience in a compliance, legal, audit or risk role
Advanced skills in Excel

Responsibilities

Leverage relationships with first line, second line and third line business unit colleagues to ensure Program standards are met.
Analyze complaint data received through various AMEX channels, identify potential non-adherence to the complaint policies and program requirements.
Ensure timely and accurate monthly compliance complaint reporting to senior leadership
Support the development of the Complaint Oversight Program annual plan.
Maintain the AENB and AXP policies and the associated Risk Standards
Maintain the AENB Tier 2 Complaint Management Training.
Work closely with the first line of defense Enterprise Complaint Governance team regarding program requirements and updates.
Project manage the Project Guardian complaint related tasks and milestones
Assist with complaint-related requests received from the Internal Audit Group (IAG) and external regulators.

Benefits

Competitive base salaries
Bonus incentives
6%25 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