**Description** **You Lead the Way. We’ve Got Your Back.** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. 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. **Role: Director & Counsel - Banking and Card Servicing (Regulatory and Customer Experience)** The General Counsel’s Organization (GCO) is seeking a Director & Counsel to provide legal and strategic support to the Global Services Group (GSG) team, which creates and manages the customer experiences and servicing touchpoints for American Express customers. This role is responsible for leading and advising on a range of core servicing issues, including (i) disputes (Regulation Z and Regulation E); (ii) complaints; (iii) sales practices; (iv) customer servicing policies and procedures; (v) technology and servicing vendor solutions and agreements; (vi) phone, digital and chat customer experiences; and (vii) deposit, debit and credit payments. _Here’s just some of what you’ll do in this role:_ + Provide regulatory guidance and advice on servicing-related issues and initiatives pertaining to deposit, debit and credit products under Regulations E and Z, including dispute handling and banking payments (e.g., electronic funds transfers, ACH and wire transfers). + Provide regulatory guidance and advice on the global Complaints program (including complaint capture, categorization, reporting and risk identification) and executive complaint resolution. + Provide legal support and strategic advice to business clients in the GSG on various customer servicing interactions throughout the account lifecycle in an omnichannel ecosystem (telephone, chat, account portals, etc.) to ensure clear, consistent and compliant customer experiences. + Advise on telemarketing initiatives, including scripting, testing, reporting and incentives. + Draft and negotiate vendor and technology agreements with key partners that power the service experience for American Express customers, and support partner teams on third party oversight and policies. + Work closely with senior business leaders to understand their concerns and challenges, and use curiosity and creativity to identify and action opportunities. + Coordinate advice across global legal teams to drive cohesive and clear approaches and decision-making. + Scale the impact of your regulatory knowledge and advice through partnership with other business units and legal teams, including Merchant, Consumer, Commercial and Credit & Fraud Risk. + Generate buy-in and develop strategic partnerships across groups, such as business and digital product teams, Compliance and Privacy through relationship-building and effective communication. **Minimum Qualifications** + Bachelor’s degree & J.D. + Qualified to practice law in New York + 6 years of relevant in-house and/or law firm experience **Preferred Qualifications** + Knowledge of, and experience advising on, rules and regulations pertaining to banking and credit servicing operations (e.g., Regulations E and Z, UDAAP, UCC, NACHA, etc.) and related issues, including disputes handling, complaints handling and payments. + Experience applying UDAAP to customer experiences. + Experience as a trusted advisor supporting operational organizations. + Experience reviewing, drafting and negotiating vendor service agreements, preferably with a technology component. + Strong analytical and problem-solving skills. + Deep curiosity and desire to tackle innovative client issues without clear legal precedent and deliver creative, yet executable, solutions that mitigate risk while achieving client objectives. + Ability to communicate complex issues clearly and persuasively, in both written and oral format. + Honed analytical and problem-solving skills and ability to identify and classify risks accurately and efficiently. + Ability to develop rapport, build relationships and partner with others to drive end to end process improvements to enhance efficiency and productivity. + Capacity to be agile and derive satisfaction from handling a diverse range of legal issues. + Maintain a collegial, positive attitude and growth mentality. **Qualifications** Salary Range: $170,000.00 to $255,000.00 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. US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement. If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters. **Job:** Legal **Primary Location:** US-New York-New York **Other Locations:** US-New York-New York City, US-New York-New York **Schedule** Full-time **Req ID:** 25001282