Job Description

How will you make an impact in this role?

As an AML Payment Investigations analyst, you will be performing analysis and remediation activities to complete customer files by speaking directly with Consumer, SBS and Corporate Card Members through outbound, inbound calls and emails. You will reach out to customers to understand the behavior of a customer and to request documentation support of all third-party payers on an account and deliver exceptional customer service while protecting American Express from AML risk.

This is a client-facing AML operations role requiring regular outbound calls to Consumer, SBS and Corporate Card Members across Australia/New Zealand, Singapore and Hong Kong. It is not a back-office analysis role.

Responsibilities

You will be performing analysis and remediation activities to complete customer files.

• Conduct local analysis/investigations to detect unusual and suspicious customer behaviour which might cause an increased risk to the company
• 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
• Reach out to customers to understand the behaviour of a customer and to request documentation support of all third-party payers on an account
• Suspend and cancel accounts

Qualifications

Minimum Qualifications:

• Fluent in English (written and spoken), Cantonese and Mandarin for Singapore and Hong Kong markets.
• Experienced Customer Care Professional with analytical skills
• Know Your Customer (KYC) and Customer Due Diligence (CDD) experience is an advantage
• Knowledge of AML regulations is a plus
• Ability to distinguish main and side issues and to substantiate factual conclusions
• Ability to report the case effectively to the compliance department (ISAR)
• Understanding of American Express customer systems
• Strong teamwork, relationship, influencing and customer communication skills (verbal and written)
• Ability to communicate urgency and needs effectively with clients.

Compliance Language:

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:

• 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 or onsite 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.

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.