Customer Payment Investigations- Customer Care Professional

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

Job summary

A leading financial services provider seeks an experienced Customer Care Professional in Brighton. This role involves analyzing customer behavior, conducting investigations, and supporting regulatory compliance for third-party payments. Candidates should have a background in customer service and demonstrate strong analytical and communication skills. The position offers competitive salaries, benefits, and a hybrid working model.

Benefits

Competitive base salaries

Bonus incentives

Flexible working model

Qualifications

• Experience in customer service and/or as a Customer Care Professional is required.
• Ability to distinguish main and side issues and substantiate factual conclusions.
• Strong teamwork, relationship, influencing, and customer communication skills.

Responsibilities

• Perform analysis and remediation activities to complete customer files.
• Conduct investigations to detect unusual and suspicious customer behavior.
• Raise Internal Suspicious Activity Reports (ISAR) with evidence.

Skills

Customer service experience

Analytical mentality

Teamwork skills

Customer communication

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 be supporting 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 counseling 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.