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?
Engage Consumer and Small business Amex Credit cardmembers to obtain required Know Your Client (KYC) information via outbound / inbound calls.
Handle inbound and outbound calls from cardmembers/ clients, responding promptly and maintaining Customer First Standards.
Follow KYC process, review documentation and complete the cases within timeline with accuracy.
Contact Commercial Clients and assist them in completing Know your Client Refresh online journey.
Partner with Commercial Account Managers to resolve client’s concerns and questions they may have in relation to KYC refresh.
Obtain KYC related information from CMs over the phone and update system of record.
Research and investigate using due diligence tools to collect mandatory documentation.
Liaise with other business units such as Compliance, Call center, KYC strategy team and marketing.
Prepare and raise Internal Suspicious Activity Reports with supporting evidence, forwarding them to the compliance department for further action.
Review account with credit balances, investigate and issue checks when required following accurate procedures.
Depending on business needs other Phone and non-phone tasks will be assigned.
Minimum Qualifications
Fluent in French and English.
Excellent customer service skills.
A passion for investigating Card Member profiles (analytical skills preferred).
Demonstrated ability to meet targets consistently and to a high standard.
Experience with Know Your Customer (KYC) and Customer Due Diligence (CDD) practices is preferred.
Ability to effectively establish and utilize positive working relationships with internal partners.
Proven ability to handle multiple priorities, work in a fast-paced environment and make decisions quickly while demonstrating a growth mindset and flexibility.
Outstanding team player with proven success working with stakeholders to accomplish desired results.
Customer focused with a high level of urgency; role model for delivering Extraordinary Customer Care.
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
American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”). If you have a disability and need accommodation, please speak with the Recruiter for more information.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
