Customer Payment Investigations- Customer Care Professional

American Express; Brighton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services provider in the UK seeks a Customer Care Professional to support its Third Party Payments Investigation Team. The role involves performing risk analysis, raising Internal Suspicious Activity Reports, and contacting customers for documentation. Candidates must have experience in customer service and strong analytical skills. The company offers competitive salaries, bonus incentives, and benefits including flexible working arrangements. This position does not offer visa sponsorship.

Benefits

Competitive base salaries

Bonus incentives

Comprehensive medical, dental, vision benefits

Flexible working model

Generous paid parental leave

Free access to wellness centers

Confidential counselling support

Qualifications

• Experience in customer service or as a Customer Care Professional is necessary.
• Ability to distinguish main and side issues effectively.

Responsibilities

• Perform risk analysis on customer behavior and document evidence.
• Raise Internal Suspicious Activity Reports (ISAR) with evidence.
• Contact customers for documentation support.

Skills

Analytical mentality

Investigative skills

Teamwork

Customer communication skills

Job description

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. As part of Team Amex you’ll experience this 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.

Are you an experienced Customer Care Professional with a curious and analytical mentality and do you want to give your career a boost? Then this job might be made for you.

This position will sit within the new UK Third Party Payments Investigation Team as part of the wider Consumer Credit department responsible for supporting the investigation and outcomes of a comprehensive Regulatory Assurance Compliance Program within American Express Services Europe Limited (AESEL).

It is our responsibility as a financial service provider to screen, identify and verify customers and to report unusual behaviour. This specific role will support analysis, remediation and refresh activities of customer & business files to adhere to all applicable legislation and regulation!

How you will make an impact in this role

In this team we perform analysis and remediation activities to complete customer files. We conduct local analysis / investigations to detect unusual and suspicious customer behaviour which might cause an increased risk to the company. As a result it is part of the role that we suspend and cancel accounts when necessary!

• Perform risk analysis on the total picture of a customer and collect evidence / documentation accordingly
• Raise Internal Suspicious Activity Reports (ISAR) with evidence and report to the compliance department for further investigation
• Contact customers to understand the behaviour of a customer and to request documentation support of all third‑party payers on an account

Minimum Qualifications

• Experience in customer service and / or as a Customer Care Professional is required for this role as a minimum. The ideal candidate requires an analytical mentality and the skills to investigate difficult situations.
• Ability to distinguish main and side issues and to substantiate factual conclusions
• Ability to report the case effectively to the compliance department (ISAR)
• Strong teamwork relationship influencing and customer communication skills (verbal and written)
• Ability to communicate urgency and need effectively with clients

Preferred Qualifications

• Know Your Customer (KYC) and Customer Due Diligence (CDD) experience is an advantage
• Knowledge of the (UK) AML regulations is a plus

Non-considerations for sponsorship: Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.

Benefits

• 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 counselling support through our Healthy Minds program

Career development and training opportunities

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