Merchant Support Specialist - UK Market

Global Merchant & Network Services brings together American Express' merchant and network-related businesses. This includes the management of our relationships across the globe with both the millions of merchants who accept American Express, as well as our partners in countries and territories that deliver card acceptance, issuance and innovation.

The EMEA Telesales and Client Management organization is a team of different nationalities speaking more than 28 languages based in Madrid. Our teams successfully acquire and manage relationships with merchants in all European Markets.

As an European hub, based in our new European Head office, we offer a rewarding package and the opportunity to work at one of Spain's premier employer brands.

The main objective of the Client Retention Manager colleague is to focus on account retention with small and medium key merchants and ensure business continuation collaborating across markets and Line Of Business’s ensuring full acceptance and engagement within the portfolio.

Main responsibilities

• Retaining a Merchant, reaching out to collect missing Know Your Customer documentation and information from high value merchants avoiding cancellation.
• Assess account documentation.
• Retaining volumes and revenues
• Ensure compliance and control.
• Best practice sharing and team support.
• Service across multiple channels including phone (inbound and outbound) and e-mail
• Excellent critical thinking, time management and analytical skills required.
• Excellent verbal and written communication & relationship building skills.
• Fluency in English both written and verbal
• High attention to detail with an agile problem-solving mindset.
• Flexible to work any schedule based on business need.
• Experience in account management roles or KYC/AML Checks - ideally over the phone.
• Compliance knowledge is a plus.
• Strong organizational and time management skills, able to set priorities to achieve goals.
• Accountability and ownership.
• High level of determination and self-confidence, ability to work in groups and contribute to the team’s success.
• Other European language is a plus (French, German, Spanish)

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