Merchant Growth & Retention Specialist (Hybrid Madrid)

VIVA-COM GmbH; Madrid; Hybrid; EUR 40.000 - 60.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Bonus incentives

Financial well-being support

Medical and dental benefits

Flexible hybrid work

Parental leave

Wellness centers

Counseling support

Career development

Zusammenfassung

American Express in Madrid is seeking a Merchant Support Specialist for the UK Market, based in Madrid with a hybrid work setup. The role focuses on retaining high-value merchants, validating documentation, and ensuring continued volumes while upholding compliance.

You will handle inquiries via phone and email and collaborate across markets to optimize the portfolio. The ideal candidate brings strong communication, analytical skills, English fluency, and experience in account management or

Qualifikationen

• 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)

Aufgaben

• 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

Kenntnisse

Critical thinking

Time management

Analytical skills

Verbal communication

Written communication

Relationship building

English fluency

Attention to detail

Agile mindset

Schedule flexibility

KYC/AML knowledge

Compliance knowledge

Organization

Teamwork

Multilingual

Jobbeschreibung

American Express in Madrid is seeking a Merchant Support Specialist for the UK Market, based in Madrid with a hybrid work setup. The role focuses on retaining high-value merchants, validating documentation, and ensuring continued volumes while upholding compliance.

You will handle inquiries via phone and email and collaborate across markets to optimize the portfolio. The ideal candidate brings strong communication, analytical skills, English fluency, and experience in account management or