Manager, Customer Remediation - Quality Assurance
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How we serve our customers is constantly evolving and is a challenge we gladly accept. Whether youre finding new ways to prevent identity fraud or enabling customers to start a new business, you can work with one of the most valuable data sets in the world to identify insights and actions that can have a meaningful impact on our customers and our business. And, with opportunities to learn from leaders who have defined the course of our industry, you can grow your career and define your own path.
American Express National Bank is American Express U.S. banking operation, representing more than 60% of the companys revenues through consistent payments, financing, and savings products. Led by the Chief Operating Officer, AENB HQ drives the administration of programs and services provided by AENB, in partnership with Bank affiliates and executive officers. In addition, the team is responsible for helping AENB attain all established operational and financial goals as well as ensuring ongoing adherence with laws and regulations governing Bank policies and procedures.
The AENB Strategy and Execution Team includes multiple functions within AENB HQ including AENB Strategic Plan and Bank Products, the Enterprise Project Management Office (EPMO), and the AENB Customer Remediation Strategy.
The objective of the Customer Remediation Strategy Team is to effectively serve as the business product owner of certain platforms and processes used to execute customer remediations and to establish centralized strategies and protocols concerning financial and non-financial remediations to ensure we deliver on our promises to customers in a complete and accurate manner.
The AENB Strategy and Execution Team is looking for a Quality Assurance Manager to review performance of risk management activities through the Customer Remediation Lifecycle. Their primary responsibility will be assisting in the establishment and implementing of a Quality Assurance program that incorporates scheduled and triggered reviews related to Customer Remediation. The results and insights derived from these reviews will drive overall program improvement of the Customer Remediation Program.
The successful candidate will be a strong compliance professional with a risk and control mindset that excels at cross-functional collaboration.
Key Responsibilities
Assisting in the establishment of a Quality Assurance program, including identification of material risk and testing of mitigating controls.
Performance of scheduled and triggered reviews, including continuous monitoring of Customer Remediation processes.
Contribute to a culture of ownership, process excellence, follow-through, and cross-functional collaboration.
Business Management of the PRSA/RCSA(s) and controls applicable to the Customer Remediation Strategy Team.
Support the day-to-day internal and external exam management process, including Second Line and IAG reviews and regulatory engagements.
Implement specific procedures and additional standards (i.e., escalation protocols), related to the execution of Customer Remediation.
Collaborate with other teams across American Express to ensure end-to-end view of AENB customer remediation is covered from a controls perspective.
Monitor the integration of regulatory changes & updates into the Customer Remediation framework and training materials.
Maintain an external perspective on topical risk information, best practices and regulatory updates relevant to the AENB platforms.
Minimum Qualifications
Bachelors Degree
Experience in risk management, compliance, quality assurance, or audit (risk policies, procedures and controls).
Understanding of critical risk management lifecycle activities.
Highly motivated self-starter with outstanding analytical, problem-solving, written, and oral communication skills and a strong attention to detail.
Project management skills, ability to prioritize and complete tasks.
Ability to build strong relationships with all band levels and work effectively in a matrixed, collaborative team environment.
Demonstrated ability to effectively engage, lead, educate, influence and collaborate to drive results.
Preferred Qualifications
Experience with data analytics
Issue management and/or customer remediation experience
High degree of familiarity with SharePoint, PowerPoint, Word and Excel.
Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, well consider your location, experience, and other job-related factors.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
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 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 this position.
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