Vice President, Consumer Practices and Complaints Oversight

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At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The Vice President of Consumer Practices and Complaints Oversight is responsible for leading a centralized team of high-performing professionals in the administration of a comprehensive Consumer Practices and Complaints oversight program for American Express.

This position will involve extensive collaboration with senior leaders across different business units to provide strategic oversight and credible challenge on potential consumer practices risks. The Vice President will be responsible for overseeing the implementation and development of these programs, including monitoring of day-to-day compliance activities, conducting risk assessments, preparing, reporting and communicating testing & review findings to management and compliance committees.

Job responsibilities include:

• Ensure an effective Consumer Practices (UDAAP) Risk Management Program for American Express National Bank (“Bank”) that is appropriate for the size and complexity of the business.
• Provide strategic oversight of the Bank's Program and guide the development of a risk-based annual plan for the Bank, including the development, implementation, and oversight of the Bank’s monitoring and testing program.
• Communicate changes to pertinent laws and regulations and state laws as well as significant industry trends and partner with the Bank to implement or revise processes to address these changes
• Collaborate with the Bank and Business Units on corrective action or remediation plans for identified compliance weaknesses and monitor the status of the remediation plans.
• Develop and implement effective training for all relevant areas.
• Liaise with regulatory agencies, as required, during examinations of Consumer Practices and Complaints Programs, including preparing responses to examination- or supervisory-related requests.
• Present to Senior Management and the Board of Directors on Program activities, areas of potential risk, and key external regulatory updates.
• Actively participating in committees to proactively identify risks and emerging issues applicable to ongoing and proposed business activities.

·Collaborate with complaints teams to conduct reviews and associated risks

• Work closely with colleagues in the General Counsel’s Organization to communicate the requirements of pertinent federal and state and regulations, as well as significant industry trends.This includes partnering with Bank stakeholders to implement or revise processes to address regulatory changes (such as the data collection and reporting requirements set forth Dodd-Frank Section 1071).

Qualifications:

• Bachelor's Degree required; advanced degree (J.D or M.A. or above in Statistics) preferred.
• At least eight (8) years’ experience identifying customer harm and evaluating UDAP/UDAAP risk, in the financial services industry and working with consumer complaints, complaint oversight, and/or complaint program execution.
• Sound experience in managing activity in compliance, banking, regulatory examination or audit required.

·Prior regulatory experience such as having worked at a regulatory agency or working directly with regulators by driving regulatory exam management specifically with a deep regulatory knowledge of all Consumer Practices related regulations and requirements.

• Knowledge of all regulatory bodies that influence bank policiesfor Consumer Practices and Complaints Management within the United States.
• Strong knowledge with statistical testing methods used to conduct statistical analysis.
• Strong project management skills, ability to manage multiple projects and support multiple priorities simultaneously.
• Proactive and strategic mindset with a focus on talent development.
• Strong stakeholder management skills and ability to support multiple priorities simultaneously.
• Able to drive results while working with ambiguity.
• Strong communications skills including the ability to influence at all levels of management.
• Ability to effectively challenge business partners in areas such as, Consumer Practices and Complaints.
• Certified Regulatory Compliance Manager (CRCM) Certification preferred

Employment eligibility to work with American Express in the U.S is required as the company will not pursue visa sponsorship for these positions

Salary Range: $200,000.00 to $275,000.00 annually + bonus + equity (if applicable) + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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