Merchant Success & Onboarding Specialist

VIVA-COM GmbH

Madrid

On-site

EUR 40,000 - 60,000

Full time

14 days+

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Competitive salary

Bonus incentives

Financial well-being support

Medical and dental benefits

Flexible hybrid work

Parental leave

Wellness centers

Counseling support

Career development

Job summary

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

Qualifications

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)

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

Skills

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

Job description

Merchant Support Specialist - UK Market
Madrid, Spain(Hybrid)
**Job Description**
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.
**Responsibilities**
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

**Qualifications**
…

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.
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.
We back you with benefits that support your holistic well-being so you can 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:
**Benefits**

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.
**Job Info**