Description
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 Team Leader Enterprise Banking Services is responsible for 12-15 Customer Care Professionals reviewing existing Consumer and/or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action. The Team Leader would be responsible for performance management, including quality reviews, call monitoring, and other managerial responsibilities.
Minimum Qualifications:
- Customer First focus = Easy, Recognize Solve
- 3 or more years of experience leading in a contact center environment
- Ability to develop, implement and accesses performance metric
- Experience developing staff using leadership models and/or coaching techniques
- Ability to analyze situations, negotiate and use the need to speed model to make decisions in a fast-paced environment
- Excellent written and oral communication, interpersonal and conflict resolution skills
- Have a mindset of innovation with an approach of streamlining internal process for greater speed and agility
- Collaborate at all levels of the organization
- Ability to instill in others the highest level of integrity when dealing with customers, employees and shareholders
- Strong organizational and thorough skills with the ability to handle multiple priorities while meeting deadlines under pressure
- Ability to set goals and drive results in a changing environment
- · Strong computer skills, including proficiency in Excel, Word, and LexisNexis
Preferred Qualifications:
- Prior Banking knowledge and fraud experience is a plus
Minimum Qualifications
Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
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
- 6% 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
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
