Manager Amex Customer Service Jobs (NOW HIRING)

American Express's Global Financial Crimes Compliance (GFCC) teams are responsible for end-to-end support and oversight of global financial crimes processes.  GFCC manages risk associated with money laundering, terrorist financing, sanctions, bribery, corruption, and other financial crimes, and plays a critical role in ensuring that American Express complies with all applicable laws and regulations, including the Bank Secrecy Act, the USA PATRIOT Act, and the Foreign Corrupt Practices Act.

Reporting to a Director within Global AML, this Manager role is responsible for executing key components of the enterprise Customer Risk Rating (CRR) framework, including customer risk assessment, reporting, and ongoing configuration updates. The Manager plays a critical role in delivering transparent, data-driven insights into inherent and residual risks, strengthening the control environment, and supporting effective governance and decision-making across the enterprise. Through close partnership with stakeholders across lines of defense, technology, product, and business teams, this role enhances risk visibility and supports alignment with evolving regulatory expectations and ongoing transformation initiatives.

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.

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.

Qualifications

• 3+ years of relevant experience in financial crimes compliance, risk management, reporting, or control management within a large financial institution or related environment. 
• Strong analytical, problem-solving, and decision-making skills, with the ability to translate data into clear insights 
• Working knowledge of SQL for data extraction and analysis 
• Advanced proficiency in Microsoft Excel (e.g., data analysis, pivot tables, complex formulas) 
• Proven ability to develop presentation materials with clear and concise messaging
• Effective communication skills, with the ability to present complex information to a range of stakeholders
• Strong decision-making skills and personal conviction
• Self-starter, dependable, and adaptable with a proven ability to work independently or within a team environment as required
• Bachelor's degree required

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

Responsibilities:

• Lead, coach, and develop a high-performing team, fostering accountability, innovation, and continuous improvement
• Ensure customer risk ratings are assigned accurately and in accordance with regulatory requirements, internal policies, and risk management standards
• Partner with business, legal entity, and compliance stakeholders to ensure consistent application of CRR methodologies
• Partner with Technology and Product teams to support delivery of key initiatives and other enhancements to risk assessment platforms and data infrastructure 
• Analyze data to identify key drivers of customer risk and emerging trends, and translate insights into actionable recommendations
• Identify and escalate issues to leadership as appropriate 
• Prepare and deliver periodic and ad hoc reporting to stakeholders, including senior leadership
• Develop, document, and present key findings, insights, and recommendations to cross-functional audiences
• Support regulatory exams and internal/external audits, including data gathering, documentation, and response coordination
• Contribute to governance, oversight, control, and continuous improvement of the customer risk rating framework