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Bilingual Representative – Special Servicing
American Express. Review supporting documentation and accurately update systems of record for IREFRESH and KYC processes.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in KYC processes, regulatory compliance, and customer due diligence while maintaining high standards of accuracy and attention to detail. Proficient in managing back-office operations and effectively communicating with clients in both French and English.
Highest-signal resume keywords
Bilingual In French And EnglishKYC KnowledgeRegulatory ComplianceAnalytical SkillsCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KYC ProcessesRegulatory ComplianceDocumentation SkillsRecord ManagementInvestigative Skills
Soft Skills
Attention To DetailProblem-Solving SkillsOrganizational SkillsTime Management SkillsCommunication Skills
Industry Keywords
Customer Due DiligenceCompliance ReferralsCase ManagementRisk MitigationCustomer First Standards
About the role
Key responsibilities & impact- Review supporting documentation and accurately update systems of record for IREFRESH and KYC processes.
- Manage back-office cases and inbound/outbound Card Member calls related to KYC processes.
- Assist Consumer, Small Business, and Corporate Clients with KYC Refresh requirements/processes.
- Partner with Compliance, Strategy teams, and Commercial Account Managers to resolve cases and mitigate risk.
- Gather and document evidence to support investigations and regulatory requirements.
- Prepare and submit Compliance Referrals when required for review and reporting.
- Maintain accurate case records while adhering to regulatory, compliance, and Customer First standards.
- Support additional phone and back-office operational activities based on business needs.
Requirements
What you’ll need- Fully bilingual in both French and English is a must.
- Strong analytical and investigative skills with the ability to review documentation and identify discrepancies or potential risks.
- Knowledge of Know Your Customer (KYC), customer due diligence, and regulatory compliance processes.
- Strong attention to detail with a focus on accuracy, completeness, and quality.
- Excellent written and verbal communication skills, including confidence handling inbound and outbound Card member interactions.
- Strong customer service skills with the ability to maintain Customer First standards.
- Ability to manage multiple back-office cases, prioritize workload, and meet productivity and turnaround-time expectations.
- Strong documentation and record-management skills with experience maintaining accurate systems of record.
- Sound judgment and problem-solving skills when handling complex or sensitive customer cases.
- Ability to collaborate effectively with Compliance, Strategy, Account Managers, and other cross-functional partners.
- Ability to identify potential compliance concerns and prepare clear, accurate Compliance Referrals when required.
- Strong organizational and time-management skills.
- Ability to learn new systems, processes, and regulatory requirements quickly and adapt to changing business needs.
- Employment eligibility to work with American Express is required; the company will not pursue visa sponsorship.
- Successful completion of a background verification check is required.
Benefits
Comp & perks- 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