CPI & KYC Analyst

American Express; Amsterdam; Hybrid; EUR 32,000 - 45,000; Full time

Benefits offered by this job

Free Amex Green card

ClassPass credits

Hybrid work model

Job summary

American Express Netherlands is seeking a Customer & Payments Investigation Analyst to guide cardholders and analyze payment limits and issues, contributing to a controlled risk environment while delivering high service levels.

You will join a CPI-focused team that balances fraud prevention with customer experience, performing investigations and ISAR reports. The role offers a hybrid work model and a strong benefits package.

Qualifications

• Provide excellent phone-based service every day in every conversation.
• Perform analytics and administrative tasks to complete customer files.
• Conduct analyses and investigations to detect unusual and suspicious payments (Wwft risk).
• Create Internal Suspicious Activity Reports (ISAR) for compliance.
• Carry out outreach to collect Know Your Customer (KYC) data from customers.
• Coordinate local translation of incomplete KYC data/documents via email.

Responsibilities

• Provide phone-based service to cardholders.
• Analyze payment limits and problems and advise customers.
• Perform investigations to detect unusual payments and assess risk.
• Prepare ISAR reports for compliance review.
• Engage customers to obtain required KYC information.
• Translate incomplete KYC data/documents and respond via email.

Skills

Phone-based service

Analytics

KYC data collection

ISAR reporting

Customer outreach

Translation (KYC)

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.

We are looking for a new colleague who likes to offer a fantastic service, as Customer & Payments Investigation Team, to our cardholders. You will give advice to our cardholders and analyze your payment limits and problems. Whether you already have a wide experience in customer service or are looking for your first job as a service employee, here at #TeamAmex we stand behind our customers and each other - every day! American Express Netherlands has been recognized as a Top Employer for the 4th time in a row.

How will you make an impact in this role?

Our Analysts are the visite card and relationship builders of American Express, one of the most respected brands in the world. American Express puts the cardholder at the center of everything they do. The CPI department ensures a good balance between fraud, prevention and business risks. As an Analyst, you will work in a team with other enthusiastic colleagues.

Responsibilities

At American Express we are building a fantastic career with great benefits, including:

• Possibility to work partly at home.
• Preferably for a full-time job or 31 hours a week.
• 12 months working, 13 months paid.
• Holiday money in May.
• Annual incentive based on performance.
• A 7-month contract with possibility of renewal or permanent employment.
• 100% OV travel fee.
• At full-time you get 27 vacation days.
• Weekly guidance to develop yourself.
• Excellent pension program.
• Free American Express Green card.
• And monthly credits at ClassPass that you can spend on sports, massage or a pedicure!

Qualifications

Can you find yourself in the following profile:

• Are you firmly in your shoes to provide excellent phone-based service every day, in every conversation.
• You perform analytics and administrative tasks to complete customer files.
• You perform analyses and investigations to detect unusual and suspicious payments. These payments may be an increased Wwft risk to American Express. (Law on the Prevention of Money Laundering and Terrorist Financing).
• You create Internal Suspicious Activity Reports (ISAR) for our compliance department for further research.
• Carry out Outreach to create a sense of urgency and provide advice on the importance of collecting KYC (Know Your Customer) data requirements from customers.
• Dealing with exceptional KYC processes that require local translation of incomplete KYC data/documents through email correspondence with customers.

Are you communicatively strong?

Do you have great listening skills?

You speak Dutch and English fluently?

You are flexible and you can work between 09:00 and 17:15 from Monday to Friday.

You live in the Netherlands.

Experience in a customer service or debtor environment is a plus.

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

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.

About The Team

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

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