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 Merchant Support Specialist 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.
ResponsibilitiesRetaining 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.
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.
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 TeamWe 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Skills Required
- Excellent critical thinking, time management, and analytical skills
- Fluency in English both written and verbal
- Strong organizational and time management skills
- High level of determination and self-confidence
- Compliance knowledge is a plus
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
