Content Expert (VB)

American Express; Toronto; Hybrid; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Bonus incentives

Medical, dental, vision benefits

Flexible hybrid work model

Parental leave

Job summary

American Express is seeking candidates for a Global Servicing back-office role focused on account servicing, compliance, and risk management. You will handle credit balance refunds, bank recalls, and card maintenance while coordinating with financial institutions to ensure accurate processing.

The role requires strong attention to detail, analytical skills, and the ability to work across cross-functional teams in a fast-paced environment.

Qualifications

• High attention to detail in reviewing account information and transactions.
• Experience in back-office financial services operations or similar environment.
• Strong analytical and problem-solving abilities for root-cause analysis.
• Ability to manage multiple processes while meeting quality and productivity targets.
• Clear written and spoken communication with internal teams and financial institutions.
• Bilingual French is an asset.

Responsibilities

• Review rejects reports, identify root causes, and perform account adjustments.
• Process credit balance refunds and Bank Recall requests per procedures.
• Manage multiple Card Maintenance back-office processes and adapt to changes.
• Research loan accounts and retrieve statements for stakeholders.
• Review documentation and ensure regulatory compliance.

Skills

Attention to detail

Account servicing

Analytical thinking

Multitasking

Written and verbal communication

French language (asset)

Job description

Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction. Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Customer Fulfilment Network - Responsible for back-office account servicing and maintenance activities, including account adjustments, credit balance refunds, Bank Recalls, Card Maintenance, and loan account research. Collaborate with internal teams financial institutions to resolve issues, mitigate risk, while ensuring accurate and timely processing.

Responsibilities

• Review rejects reports, identify root causes, and execute account adjustments and corrective actions accurately.
• Process credit balance refunds and Bank Recall requests in accordance with established procedures, coordinating with financial institutions as needed.
• Manage multiple Card Maintenance back-office processes while adapting to changing operational and business requirements.
• Research loan accounts, perform timely account maintenance, and retrieve internal account reports and statements for key stakeholders.
• Review supporting documentation and maintain systems of record to ensure accuracy, completeness, and regulatory compliance.
• Gather, analyze, and document evidence to support customer profile updates and compliance requirements.
• Prepare and submit Internal Suspicious Activity Reports (ISARs) and Compliance Referrals (CompRefs), ensuring complete and accurate supporting documentation.
• Collaborate with CEN, CSN, Compliance, Strategy, and other cross-functional partners to mitigate risk and support regulatory compliance initiatives.
• Provide phone-based and operational servicing support to meet evolving customer and business needs.

Qualifications

• Strong attention to detail with the ability to accurately review account information, documentation, and financial transactions.
• Experience in account servicing, back-office operations, financial services, or a related operational environment preferred.
• Strong analytical and problem-solving skills with the ability to research account issues, identify root causes, and take appropriate corrective action.
• Ability to manage multiple processes and priorities while meeting established quality, productivity, and turnaround-time expectations.
• Ability to review and document information accurately to support compliance referrals, suspicious activity reporting, and customer profile maintenance.
• Strong written and verbal communication skills with the ability to collaborate effectively with internal teams, stakeholders, and financial institutions.
• Demonstrated ability to follow established policies and procedures while exercising sound judgment when resolving account-related issues.
• Strong organizational, time-management, and documentation skills.
• Ability to learn new processes quickly, adapt to changing business requirements, and work effectively in a fast-paced environment.
• Comfortable providing both back-office and phone-based servicing support as business needs require.
• Bilingual French is an asset.

The stated salary range represents the expected compensation for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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

The job posting is for an existing vacancy.

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
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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

American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”).

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

About Us

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.