Representative - Special Servicing (VB)

American Express; Toronto; Hybrid; CAD 65,000 - 95,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Medical/dental/vision

Flexible hybrid/onsite/virtual

Parental leave

Wellness centers

Counseling services

Career development

Job summary

American Express GS is seeking a detail-focused specialist to support Know Your Customer and back-office case management across consumer, small business, and corporate clients. You will review documentation, perform KYC due diligence, and update systems of record while collaborating with Compliance and cross-functional partners.

You will handle inbound/outbound Card Member calls, prepare Compliance Referrals, and maintain high standards of accuracy and regulatory compliance in a dynamic

Qualifications

• Strong analytical and investigative skills with the ability to review documentation and identify discrepancies or potential risks.
• Knowledge of Know Your Customer (KYC), customer due diligence, and regulatory compliance processes.
• Strong attention to detail with a focus on accuracy, completeness, and quality.
• Excellent written and verbal communication skills, including confidence handling inbound and outbound Card member interactions.
• Strong customer service skills with the ability to maintain Customer First standards.
• Ability to manage multiple back-office cases, prioritize workload, and meet productivity and turnaround-time expectations.
• Strong documentation and record-management skills with experience maintaining accurate systems of record.
• Sound judgment and problem-solving skills when handling complex or sensitive customer cases.
• Ability to collaborate effectively with Compliance, Strategy, Account Managers, and other cross-functional partners.
• Ability to identify potential compliance concerns and prepare clear, accurate Compliance Referrals when required.
• Strong organizational and time-management skills.
• Ability to learn new systems, processes, and regulatory requirements quickly and adapt to changing business needs.
• Bilingual French is an Asset.

Responsibilities

• Review supporting documentation and accurately update systems of record for IREFRESH and KYC processes.
• Manage back-office cases and inbound/outbound Card Member calls related to KYC process.
• Assist Consumer, Small Business, and Corporate Clients with KYC Refresh requirements/ process.
• Partner with Compliance, Strategy teams, and Commercial Account Managers to resolve cases and mitigate risk.
• Gather and document evidence to support investigations and regulatory requirements.
• Prepare and submit Compliance Referrals when required for through review and reporting.
• Maintain accurate case records while adhering to regulatory, compliance, and Customer First standards.
• Support additional phone and back-office operational activities based on business needs.

Skills

Analytical skills

KYC knowledge

Attention to detail

Communication skills

Customer service

Time management

Documentation

Regulatory compliance

Collaboration

Problem solving

Learning agility

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.

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. Support Know your Card member processes through back-office case management and inbound/outbound Card Member servicing. Review documentation, investigate account activity, conduct KYC due diligence, and accurately update systems of record. Assist Consumer, Small Business, and Corporate clients with KYC requirements while partnering with Compliance, and other internal teams. Prepare Compliance Referrals, maintain regulatory standards, and deliver high-quality customer service.

Responsibilities

• Review supporting documentation and accurately update systems of record for IREFRESH and KYC processes.
• Manage back-office cases and inbound/outbound Card Member calls related to KYC process.
• Assist Consumer, Small Business, and Corporate Clients with KYC Refresh requirements/ process.
• Partner with Compliance, Strategy teams, and Commercial Account Managers to resolve cases and mitigate risk.
• Gather and document evidence to support investigations and regulatory requirements.
• Prepare and submit Compliance Referrals when required for through review and reporting.
• Maintain accurate case records while adhering to regulatory, compliance, and Customer First standards.
• Support additional phone and back-office operational activities based on business needs.

Qualifications

• Strong analytical and investigative skills with the ability to review documentation and identify discrepancies or potential risks.
• Knowledge of Know Your Customer (KYC), customer due diligence, and regulatory compliance processes.
• Strong attention to detail with a focus on accuracy, completeness, and quality.
• Excellent written and verbal communication skills, including confidence handling inbound and outbound Card member interactions.
• Strong customer service skills with the ability to maintain Customer First standards.
• Ability to manage multiple back-office cases, prioritize workload, and meet productivity and turnaround-time expectations.
• Strong documentation and record-management skills with experience maintaining accurate systems of record.
• Sound judgment and problem-solving skills when handling complex or sensitive customer cases.
• Ability to collaborate effectively with Compliance, Strategy, Account Managers, and other cross-functional partners.
• Ability to identify potential compliance concerns and prepare clear, accurate Compliance Referrals when required.
• Strong organizational and time-management skills.
• Ability to learn new systems, processes, and regulatory requirements quickly and adapt to changing business needs.
• 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”). If you have a disability and need accommodation, please speak with the Recruiter for more information.

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 Behaviours, 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.