JOB DESCRIPTION

How will you make an impact in this role?

This position will be responsible for implementing servicing strategies and addressing servicing issues, which in turn will support an ambitious growth plan for the US Personal Loans product. This position sits within the US Personal Loans product management team, which serves as the general management function for the product, including ownership of the product roadmap and P&L.

RESPONSIBILITIES

Job Responsibilities:

• Develop deep understanding of Personal Loans product functionality in order to implement the servicing strategy and address servicing issues for existing product-construct and future enhancements
• Oversee the execution and enhancement of customer servicing touch points across digital and phone channels including but not limited to CCP (customer care professional) training, screens & scripts, and FAQ pages
• Identify and socialize Card Member and CCP needs to influence product enhancements by gathering feedback on features, reviewing customer calls/chats and managing escalations
• Drive Personal Loans adoption through phone channels by evaluating funnel performance and identifying areas for improvement
• Collaborate with Servicing, Operations, Technology, Legal and Compliance partners (among others) to review and resolve customer pain points and escalations in a timely manner
• Lead discussions with Legal and Compliance partners to ensure complaint resolution procedures, servicing processes, and overall customer experiences remain best-in-class

QUALIFICATIONS

Qualifications:

• Passion for the customer and servicing with a strong interest in product management
• Experience in product management / servicing / customer experience or related fields
• Highly organized with great attention to detail and the ability to manage and prioritize multiple workstreams simultaneously with high personal accountability.
• Ability to analyze data thoroughly, identify trends, and evaluate results effectively to make decisions and drive long-term solutions.
• Self-starter with a positive “roll-up your sleeves” attitude, a proactive mentality, and solution-oriented mindset
• Strong internal partner management skills, with proven ability to foster relationships and build influence through excellent verbal and written communication skills

Employment eligibility to work with American Express in the U.S. 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.