Customer Service Representative/KYC Specialist

hace 7 días

Madrid, Madrid, España Amex A tiempo completo
About the Role

We are seeking a highly skilled and experienced Customer Service Representative/KYC Specialist to join our team at American Express. As a key member of our customer service team, you will be responsible for providing exceptional customer service and support to our clients, while also ensuring compliance with anti-money laundering regulations.

Key Responsibilities
  • Process new account applications in line with anti-money laundering regulations using a variety of strategies, tools, and systems.
  • Deliver world-class customer service, while responding to customer inquiries and problems on inbound, outbound calls, emails, and system processing.
  • Support customers through the application journey, as well as processing and analyzing applications.
  • Complete anti-money laundering and risk verifications on new account applications.
  • Build meaningful relationships with our customers by offering custom solutions and negotiating a positive outcome for the customer and American Express.
  • Meet and exceed quality goals, compliance regulations, and productivity targets.
  • Navigate a computerized data entry system or other relevant applications.
  • Uphold the Data Protection and Privacy Act for our customers.
  • Update systems accurately and efficiently.
  • Identify process gaps and raise issues to leadership.
  • Re-prioritize to adapt to the ever-changing environment.
Requirements
  • Fluent in German written and oral skills.
  • Demonstrate personal excellence by remaining positive in difficult situations.
  • Navigate multiple systems and digital tools to service our customers.
  • Goal-oriented and KPI-driven performer.
  • Display a passion to serve by delivering outstanding service in every interaction with our customers.
  • The ability to work in a fast-paced environment, as well as multitask and re-prioritize on a regular basis.
  • Strong interpersonal, communication, and listening skills.
  • Strong verbal and written communication skills.
  • Assertiveness to handle difficult conversations.
  • Excellent negotiation, influencing, and resourcefulness skills.
  • Proactive, analytical, and problem-solving skills with strong attention to detail.
  • Outstanding organizational skills.
  • Confidence to work in a virtual, multicultural environment.
  • Proven ability to deliver a high productivity and quality work under minimum supervision.
About American Express

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, 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.

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