Job Description

American Express is proud to make available a set of on-line deposit products provided by American Express National Bank. In support of these products for both consumer and commercial customers, the Financial Adjustments Servicing Team within the Banking Servicing Network is hiring a Banking Disputes Specialist- Customer Care Professional, on our Disputes Team.

This role is a member of the Non-Fraud Disputes Team supporting all banking products. You will deliver a world-class experience for American Express National Bank, assisting consumer and commercial customers. You'll provide personalized customer service of the highest level by supporting our customers with a positive and professional attitude while ensuring their accounts are handled accurately within service level agreement and regulatory guidelines.

As a Banking Operations Colleague you may be responsible for handling inbound/outbound calls on accounts while maintaining a professional working relationship between American Express, the customer and external banks. You will service our customer requests by gathering and analyzing critical data to determine the appropriate course of action. As a member of this team, you must possess resilience, accountability, and passion to work in this fast-paced, high-performing team environment while managing competing demands.

You will be part of a team that is responsible for the daily processing of all non-fraud disputes on our banking products including but not limited to those covered under Regulation E and any other required monetary or servicing requests. All Monetary Operations processes are highly regulated and scrutinized by our legal, compliance, and production partners. All colleagues are required to ensure a high level of organization and ability to quickly pivot to meet all of the business needs. Colleagues may partner with leadership on projects, data validation, and supporting exam management efforts for all our Banking Servicing Networks. We must ensure proper due diligence is performed prior to the resolution and movement of any monetary transactions.

In this role you will be required to:

• Apply exceptional attention to detail when reviewing and documenting banking processes, ensuring Regulation E dispute cases are accurate, timely, and aligned with procedural expectations
• Possess intuitive and deductive reasoning skills
• Be comfortable making decisions and recommendations in unclear circumstances
• Show involvement and enthusiasm toward business initiatives that drive career development and team engagement
• Communicate effectively with customers, leadership, counsel, audit, and other oversight partners to clearly articulate case details, risk considerations, and recommended actions
• Have a resilient mindset and be dedicated to delivering top notch service
• Ensuring quality and compliance metrics are maintained
• Accuracy and efficiency is key in managing all processes and is tracked as a productivity metric
• Take on additional responsibilities within Operations based on overall business needs to drive business initiatives and support career development and team engagement

Minimum Qualifications:

• Working knowledge of Regulation E dispute handling, including timelines, provisional credit, customer notices, and documentation requirements
• 2+ years’ experience in Operations or Banking Disputes
• Must have excellent analytical, written, and verbal communication skills
• Ability to work under pressure while managing multiple tasks effectively
• Strong computer literacy with a solid working knowledge of current internet technology, the ability to research information for business related purposes and proficiency with any required interfaces implemented in the business day to day
• Proven adaptability to a quickly changing environment
• The drive to continually improve personal performance, customer satisfaction, operational goals, and business brand
• Must be team oriented and come with a collaborative attitude and approach
• Additional Requirements:
• This role is a hybrid role. Candidates must work in the office a minimum of 3 days a week based on predetermined scheduling
• Hours of operation 7:00am-7:00pm MST
• Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.