You Lead the Way.
We've Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways.
When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other.
Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success.
Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day.
And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
How will you make an impact in this role?
This position is responsible for the effective and efficient execution and improvement of a Customer Care Service (Servicio de Atención al Cliente – SAC) consistent with Spanish regulatory requirements and American Express programs and standards, in support of the American Express business in Spain.
Reporting to the Spain MCO this role will be responsible for all operational aspects of the SAC, including among other the following tasks: Management of SAC customer complaints for AEESA/AEPE in Spain and markets under Freedom of Services regime within the regulatory timelines.
Management of complaints escalated to Bank of Spain.
Timely address any requests that the Claims Service of the Bank of Spain may make in the exercise of its functions.
Preparation of reports of SAC complaints to AEESA/AEPE Committees (including the Boards of Directors) for the early identification of any risks detected through customer SAC customer complaints for AEESA/AEPE complaints.
Preparation of semi-annual complaints report to Bank of Spain in coordination with operational teams.
Maintenance of SAC/complaints policies.
Training and advisory role in queries relating to the complaints handling process.
This position will act as point of contact for Bank of Spain for SAC related matters.
This role will also require strong management and people leadership responsibilities, to effectively lead, motivate and manage a team of direct reports.
Minimum Qualifications Graduate and/or relevant professional qualification.
Adequate knowledge and experience to perform the function.
Strong knowledge of payments industry.
Strong leadership skills and ability to engage effectively with business teams and senior levels of AXP management.
Highly proactive, outstanding problem solver and successful decision maker.
Bi-Lingual fluency in Spanish and English (written and oral).
Excellent written communications skills.
Ability to build and foster strong relationships within the organization locally and regionally.
Strong management skills to effectively lead, motivate and manage a team of direct reports.
Preferred Qualifications Legal/Compliance background.
Prior experience in customer complaint management.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being.
That means we prioritize their physical, financial, and mental health through each stage of life.
Benefits include: 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.
Job Compliance Primary Location Spain-Madrid-Madrid Schedule Full-time Job Posting Jan 10, 2025, 3:34:33 PM - Feb 10, 2025, 10:29:00 AM American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Additional Note for US Applicants: American Express does not currently utilize the AI capabilities of its application management platform in making employment decisions.
If you have a disability and would like to request an accommodation in order to apply for a position you may contact us by emailing ******.
Please indicate if you would prefer a response via email or phone.
US applicants may also contact us by using the US Toll Free number 1-833-707-1981.
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