Business Analyst Operations
Company Name:
American Express
## Description
Merchant Financing is a innovative business group within Global Merchant Services (GMS) that provides commercial lending to American Express merchants. The business was launched in 2011 and is a key strategic area of growth for GMS. The Merchant Financing program provides differentiated value to small and mid-sized merchants by addressing their need for convenient and price-competitive financing. Merchant Financing is a high growth business with key objectives of enhancing value to our merchant partners while driving revenue and profitability growth.
This position will help ensure the operational excellence of Merchant Financing telesales and loan origination functions by enabling process improvements and new programs, deploying new procedures and training updates, customer compliant capture and issue resolution and supporting financing specialists by helping to resolve customer or production issues.
The ideal candidate will:
Identify opportunities to streamline end-to-end loan origination process and improve the customer experience
Develop and implement detailed procedures and reference materials in support of new programs, process improvements, and policy changes
Ensure timely resolution of agent questions, issues impacting loan origination, and customer escalations
Deliver new hire training or up-training as needed
Serve as a subject matter expert and conduct user acceptance testing in support of new system capabilities and enhancements
Ensure 100% of complaints are captured across all channels of customer touch point and resolved within the bank mandated SLA
Deliver regular complaint reporting to the bank and other key stakeholders
Responsible for quality monitoring to ensure 100% compliance to policies and procedures
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
## Qualifications
Proven ability to:
Proactively identify process, systems, or organizational opportunities for improvement and design feasible solutions
Work collaboratively with colleagues across different disciplines to implement change
Influence at all levels without having direct authority
Independently overcome obstacles and resolve complex problems
Multi-task and work with urgency
This role also requires strong written and verbal communications skills, including:
Ability to effectively organize vast and complex information into well written and structured documents and illustrations (e.g. training documents, executive presentations, technical requirements documents) that are easy to follow and comprehend
Comfort presenting to groups of people; experience in education or adult training desired
Willingness to interact with customers in resolving their issue or dispute
Bachelor's degree preferred
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other status protected by law.
Click here to view the EEO is the Lawposter.
If the link does not work, please copy and paste the following URL in a new browser window:
Job: Finance
Primary Location: United States
Other Locations: US-Georgia-Atlanta
Schedule: Full-time
Job Posting: Aug 11, 2014, 10:00:28 AM
Req ID: 14012624Estimated Salary: $20 to $28 per hour based on qualifications.
American Express
## Description
Merchant Financing is a innovative business group within Global Merchant Services (GMS) that provides commercial lending to American Express merchants. The business was launched in 2011 and is a key strategic area of growth for GMS. The Merchant Financing program provides differentiated value to small and mid-sized merchants by addressing their need for convenient and price-competitive financing. Merchant Financing is a high growth business with key objectives of enhancing value to our merchant partners while driving revenue and profitability growth.
This position will help ensure the operational excellence of Merchant Financing telesales and loan origination functions by enabling process improvements and new programs, deploying new procedures and training updates, customer compliant capture and issue resolution and supporting financing specialists by helping to resolve customer or production issues.
The ideal candidate will:
Identify opportunities to streamline end-to-end loan origination process and improve the customer experience
Develop and implement detailed procedures and reference materials in support of new programs, process improvements, and policy changes
Ensure timely resolution of agent questions, issues impacting loan origination, and customer escalations
Deliver new hire training or up-training as needed
Serve as a subject matter expert and conduct user acceptance testing in support of new system capabilities and enhancements
Ensure 100% of complaints are captured across all channels of customer touch point and resolved within the bank mandated SLA
Deliver regular complaint reporting to the bank and other key stakeholders
Responsible for quality monitoring to ensure 100% compliance to policies and procedures
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
## Qualifications
Proven ability to:
Proactively identify process, systems, or organizational opportunities for improvement and design feasible solutions
Work collaboratively with colleagues across different disciplines to implement change
Influence at all levels without having direct authority
Independently overcome obstacles and resolve complex problems
Multi-task and work with urgency
This role also requires strong written and verbal communications skills, including:
Ability to effectively organize vast and complex information into well written and structured documents and illustrations (e.g. training documents, executive presentations, technical requirements documents) that are easy to follow and comprehend
Comfort presenting to groups of people; experience in education or adult training desired
Willingness to interact with customers in resolving their issue or dispute
Bachelor's degree preferred
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other status protected by law.
Click here to view the EEO is the Lawposter.
If the link does not work, please copy and paste the following URL in a new browser window:
Job: Finance
Primary Location: United States
Other Locations: US-Georgia-Atlanta
Schedule: Full-time
Job Posting: Aug 11, 2014, 10:00:28 AM
Req ID: 14012624Estimated Salary: $20 to $28 per hour based on qualifications.
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