Job Description

This is an integral role within the GCP Customer Management team. The incumbent will report to the Manager, GCP Case Setup, and will be responsible for managing case setup strategies for high-risk accounts, enabling appropriate collection efforts to drive timely payment of outstanding and delinquent balances. Case setup is a critical component of the Customer Management framework, helping identify and manage customers requiring focused collection actions while supporting effective risk management and portfolio performance.
The incumbent will be responsible for ensuring accurate and timely execution of case setup strategies, monitoring outcomes, and identifying opportunities to enhance and transform existing processes. The role will also support digital communications within GCP Customer Management, helping ensure relevant and timely customer communications are executed effectively and in alignment with broader Customer Management strategies.
The position will require close partnership with various cross-functional teams, including CCOs, Decision Science, RPDS, and Control Management, as well as other key stakeholders as needed. To succeed in this role, the incumbent will need a strong blend of analytical and problem-solving skills, process expertise, partner management capabilities, execution excellence, and a strong control management mindset.

Responsibilities

• Support the GCP Customer Management function by identifying, developing, and deploying strategies for case setup and digital communications across GCP customers and Card Members.
• Enhance the strategy logic, optimization frameworks, and business rules within case setup to strengthen collection effectiveness and drive improved portfolio outcomes.
• Develop and optimize strategies to drive efficient collections and payment outcomes while effectively managing portfolio risk and key risk indicators, including out-of-pattern behaviors and other emerging risk signals.
• Partner closely with cross-functional teams, including CCOs, RPDS, Decision Science, Data Stewards, and Control Management, as necessary, to develop, implement, and enhance Customer Management strategies.
• Contribute to ongoing efforts to strengthen high-balance and high-risk case management across the GCP Customer portfolio, identifying opportunities to improve targeting, execution, and collection effectiveness.
• Monitor MIS and key performance metrics related to case setup, including case open rates, case closure rates, payment rates, and other relevant indicators, to identify emerging trends, portfolio risks, and opportunities for strategy enhancement.
• Monitor and evaluate the effectiveness of digital communications, including communication coverage, customer response and payment rates, and other relevant performance indicators.
• Identify opportunities to improve communication strategies and reduce customer surprise, including surprise related to declines and other Customer Management actions.
• Ensure operational excellence and flawless execution of strategies while maintaining adherence to all applicable regulatory, compliance, and control requirements.

Qualifications

• Advanced degree in science, engineering or management with 2+ years of significant professional experience
• Strong risk management expertise with proven track record of driving winning strategies in collaboration with a diverse set of business partners
• Demonstrated ability to drive transformation in complex, and matured processes
• Proficiency in conducting/leading heavily analytical projects
• Strong project management skills and demonstrated ability to manage multiple business priorities
• Ability to build strong relationships, communicate effectively and lead through influence
• Demonstrated ability to quickly adapt to changing circumstances with a will to win
• Experience with Amex risk systems and infrastructure is a big plus
  Working knowledge of Python & SQL

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.

About the Team

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, 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.