Customer Care Professional - UK Third Party Payments Investigation Team

American Express; Brighton; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading financial service provider requires a Customer Care Professional in Brighton to support compliance efforts, performing risk analysis, engaging with customers, and ensuring regulatory adherence. Candidates should have a strong background in customer service and an analytical mindset. The role offers benefits such as competitive salaries, bonuses, and flexible working arrangements.

Benefits

Competitive salary

Bonuses

Comprehensive health benefits

Flexible working arrangements

Career development opportunities

Qualifications

• Experience in customer service or as a Customer Care Professional.
• Analytical mindset with investigation skills.
• Ability to distinguish main issues and substantiate conclusions.
• Effective reporting skills to the compliance department.
• Strong teamwork, relationship-building, influencing, and communication skills.

Responsibilities

• Perform risk analysis on customer profiles and gather supporting evidence.
• Raise Internal Suspicious Activity Reports (ISAR) with evidence for further investigation.
• Engage with customers to understand their behavior and gather documentation.

Skills

Customer service experience

Analytical mindset

Effective reporting skills

Teamwork

Strong communication skills

Job description

At American Express, our culture is built on a 175-year history of innovation, shared values, leadership behaviors, and an unwavering commitment to our customers, communities, and colleagues. As part of Team Amex, you'll experience comprehensive support for your well-being, along with opportunities to learn, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help define the future of American Express.

Are you an experienced Customer Care Professional with a curious and analytical mindset looking to boost your career? If so, this role might be ideal for you.

This position is within the UK Third Party Payments Investigation Team, part of the wider Consumer Credit department. It involves supporting a Regulatory Assurance Compliance Program at American Express Services Europe Limited (AESEL).

As a financial service provider, our responsibilities include screening, identifying, verifying customers, and reporting unusual behavior. This role focuses on analysis, remediation, and updating customer and business files to ensure compliance with applicable legislation and regulations.

How you will make an impact in this role

We perform analysis and remediation activities to complete customer files, conduct investigations to detect suspicious behavior, and suspend or cancel accounts when necessary.

• Perform risk analysis on customer profiles and gather supporting evidence
• Raise Internal Suspicious Activity Reports (ISAR) with evidence for further investigation
• Engage with customers to understand their behavior and gather documentation for third-party payers

Minimum Qualifications

• Experience in customer service or as a Customer Care Professional
• Analytical mindset with investigation skills
• Ability to distinguish main issues and substantiate conclusions
• Effective reporting skills to the compliance department
• Strong teamwork, relationship-building, influencing, and communication skills

Preferred Qualifications

• Knowledge of KYC and Customer Due Diligence (CDD)
• Understanding of UK AML regulations

Note: Employment eligibility in the UK is required; visa sponsorship is not available for these positions.

We support your holistic well-being through benefits such as competitive salaries, bonuses, financial and retirement support, comprehensive health benefits, flexible working arrangements, parental leave, wellness centers, counseling, and career development opportunities.

Employment is contingent upon a successful background check, in accordance with applicable laws.