Customer Care Professional / KYC Analyst - German speaker

American Express; Madrid; Presencial; EUR 25.000 - 45.000; Jornada completa

Descripción de la vacante

Join a forward-thinking company as a Customer Care Professional, where you will play a vital role in enhancing customer experiences. In this dynamic position, you will be responsible for processing account applications, delivering exceptional service, and building meaningful relationships with customers. With a strong emphasis on personal growth and a supportive work environment, you will have the opportunity to thrive in a multicultural setting while contributing to the company's mission of providing outstanding customer service. This is your chance to make a significant impact in a role that values your skills and dedication.

Servicios

Comprehensive medical, dental, vision insurance

Flexible working model

Generous paid parental leave

Free access to wellness centers

Confidential counseling support

Career development opportunities

Formación

• Fluent in German with strong interpersonal and analytical skills.
• Ability to navigate multiple systems and digital tools.

Responsabilidades

• Process new account applications and ensure compliance with regulations.
• Deliver world-class customer service through various channels.
• Build relationships with customers by offering tailored solutions.

Conocimientos

Fluent in German

Customer service experience

Strong interpersonal skills

Analytical skills

Negotiation skills

Herramientas

Computerized data entry system

Digital tools for customer service

Descripción del empleo

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 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.

Go above and beyond at a company that sets the standard for customer-first service. As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world-class, customer-first service. Find your place in service on #TeamAmex.

How will you make an impact in this role?

• Responsible for processing new account applications in line with anti-money laundering regulations using a variety of strategies, tools, and systems. Tasks include a mix of front office and back-office tasks.
• Deliver world-class customer service, whilst responding to customers' inquiries and problems on inbound, outbound calls, emails, and system processing.
• Support customers through the application journey as well as processing and analyzing the applications.
• Complete anti-money laundering and risk verifications on new account applications.
• Build meaningful relationships with our customers by offering custom solutions and negotiating a positive outcome for the customer and American Express.
• Meet and exceed quality goals, compliance regulations, and productivity targets.
• Goal-oriented and KPI-driven performer.
• Navigate a computerized data entry system or other relevant applications.
• Uphold the Data Protection and Privacy Act for our customers.
• Update systems accurately and efficiently – identifying process gaps and raising issues to leadership.
• Re-prioritize to adapt to the ever-changing environment.
• Team player and solution-oriented.

Minimum Qualifications

• Fluent in German– written and oral skills.
• Demonstrate personal excellence by remaining positive in difficult situations.
• Navigate multiple systems and digital tools to service our customers.

Preferred Qualifications

• KYC and KYB knowledge.
• Intermediate English and/or Spanish desirable apart from market language.
• Experience with local market anti-money laundering regulation.
• Customer service experience in local market desired but not essential.
• Goal-oriented and KPI-driven performer.
• Display a passion to serve by delivering outstanding service in every interaction with our customers.
• The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis.
• Strong interpersonal, communication, and listening skills.
• Strong verbal and written communication skills.
• Assertiveness to handle difficult conversations.
• Excellent negotiation, influencing, and resourcefulness skills.
• Proactive, analytical, and problem-solving skills with strong attention to detail.
• Confidence to work in a virtual, multicultural environment.
• Proven ability to deliver high productivity and quality work under minimum supervision.

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:

• 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.

Customer Care Professional • Madrid, Madrid, Spain