Job Description

At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this 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.
How will you make an impact in this role?
Backing our Large and middle market enterprises is at the heart of our business - and that's exactly what members of the Japan Corporate Maintenance (GCS) Team do. Put on your thinking cap and turn on your best consultative approach to ensure a memorable servicing experience for our clients, while being backed by an iconic brand. Whether you're navigating them through Account Setup or advising our stakeholders on the best way to maintain their business functions, your work will help us become an essential part to our customer's lives.

• Managing and processing New and Existing Commercial Client Setup, Expansions and Maintenance, for Japan corporate clients.
• Liaise with ADMs and various internal teams to obtain missing information on client requests.
• Performing appropriate checks against incoming Corporate Client Requests ensuring that AXP meets its Regulatory, Risk, AML and due diligence requirements.
• Manage the "end to end" journey of a commercial setup, including Data Files Implementations and Maintenance, Organization Unit - Business Unit Setup, etc.
• Maintain acceptable performance standards, including effectiveness, efficiency and quality Consulting account managers for insights and recommendations.
• Driving innovation and change by identifying trends and flagging opportunities for better customer experience.
• Consulting account managers for insights and recommendations.
• Support the servicing needs of our Global, Large, and middle market clients in Japan market.
• Support non-production functions as needed to help the team maintain optimal service levels.
• Able to flex across the above-mentioned customer segments, processes and work any schedule to support business needs.
• Service across multiple channels including phone (inbound and outbound), e-mail, and stakeholder meetings.
• Think out of the box and resolve client and internal partner enquiries/ issues to ensure speedy resolution with minimal impact to customer's experience.
• Anticipate customer needs and take proactive steps to meet and resolve them.
• Close the loop efficiently with clients and internal partners to promote the AMEX brand.
• Build and maintain a synergic relationship with different lines of businesses within American Express to ensure best-in-class and consistent customer experience across all touchpoints.
• Proactively identify opportunities to drive improvements in customer experience and reduce recurring incidents by providing lasting solutions.

Skills and Qualifications:

• Strong growth mindset with the ability to take ownership of your own career.
• Fluency in speaking, reading and writing Japanese
• Must embody the American Express vision to provide the world's best customer experience every day.
• Excellent critical thinking, time management and analytical skills required.
• Excellent verbal and written communication & relationship building skills.
• Experience around creating and reporting process related metrics.
• High attention to detail with an agile problem-solving mindset.
• Must have the ability to be pro-active and conduct root cause analysis for recurring problems.
• Ability to manage your own work but also be a strong team player.
• Highly accountable and motivated.
• Flexible to work any schedule based on business need.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.

Skills Required