Customer Support Supervisor
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American Express एक वैश्विक वित्तीय सेवा कंपनी है, जो बैंकिंग, वित्त और B2B भुगतान के क्षेत्र में काम करती है। इसके व्यवसाय में उपभोक्ता, व्यवसाय और कॉर्पोरेट क्रेडिट कार्ड; भुगतान और मर्चेंट सेवाएँ; बचत खाते, सावधि जमा और व्यक्तिगत ऋण; साथ ही रिवॉर्ड, यात्रा कार्यक्रम, कॉर्पोरेट भुगतान समाधान, वित्तीय शिक्षा, सुरक्षा सेवाएँ तथा कार्डधारक और मर्चेंट सहायता शामिल हैं।
Bilingual Special Servicing Representative
Support KYC and customer due diligence operations by reviewing documentation, managing cases, and assisting Card Members in English and French. Work with compliance and account teams to resolve issues, document investigations, and reduce regulatory risk.
कनाडा$47,000 – $71,000 / वर्ष
हाइब्रिडपूर्णकालिकमध्य स्तरवरिष्ठआवश्यक भाषा: अंग्रेज़ीआवश्यक भाषा: फ़्रेंचद्विभाषीविवरण
- Review documentation and update systems of record accurately for IREFRESH and KYC activities.
- Handle back-office cases and inbound and outbound Card Member calls involving KYC processes.
- Guide Consumer, Small Business, and Corporate Clients through KYC Refresh requirements and procedures.
- Collaborate with Compliance, Strategy, and Commercial Account Management teams to resolve cases and mitigate risk.
- Collect and record evidence for investigations and regulatory compliance obligations.
- Prepare and submit Compliance Referrals for review and reporting when necessary.
- Keep case records complete and accurate while following regulatory, compliance, and Customer First standards.
- Perform additional phone-based and back-office operational tasks as business priorities require.
आवश्यकताएँ
- Fluency in both French and English is required.
- Demonstrated analytical and investigative ability, including reviewing documents and recognizing discrepancies or potential risks.
- Working knowledge of Know Your Customer, customer due diligence, and regulatory compliance practices.
- Exceptional attention to detail and commitment to accurate, complete, high-quality work.
- Strong written and verbal communication skills, including comfort managing inbound and outbound Card Member interactions.
- Customer service capability aligned with Customer First standards.
- Ability to organize and prioritize multiple back-office cases while meeting productivity and turnaround-time targets.
- Experience maintaining reliable systems of record through thorough documentation and record management.
- Good judgment and practical problem-solving skills when addressing complex or sensitive customer cases.
- Ability to work effectively with Compliance, Strategy, Account Managers, and other cross-functional stakeholders.
- Ability to recognize potential compliance issues and produce clear, accurate Compliance Referrals when needed.
- Strong organizational and time-management capabilities.
- Ability to quickly learn new systems, procedures, and regulatory requirements while adapting to changing business needs.
- Must be legally eligible to work for American Express; visa sponsorship will not be provided.
- Successful completion of a background verification check is required.
लाभ
- Competitive base pay.
- Bonus opportunity.
- Programs supporting financial wellness and retirement planning.
- Medical, dental, vision, life insurance, and disability coverage, subject to location.
- Flexible work arrangements that may be hybrid, onsite, or virtual based on the role and business requirements.
- Paid parental leave, subject to location.
- Complimentary access to global onsite wellness centers with nursing and physician staff, subject to location.
- Confidential counseling at no cost through the Healthy Minds program.
- Opportunities for professional development and training.
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