Merchant Support Specialist - German Speaker

American Express; Madrid; Híbrido; EUR 30.000 - 46.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working model

Bonus incentives

Medical, dental, vision insurance

Retirement benefits

Descripción de la vacante

American Express is seeking a Merchant Support Specialist in Madrid to perform robust KYC/AML reviews and manage merchant records with precision. You will assess regulatory expectations and internal controls while protecting our network.

The role requires German fluency and a proactive, detail-oriented mindset. A hybrid work model and diverse benefits support your work-life balance.

Formación

• Fluency in German is required.
• Strong attention to detail with ability to review complex information carefully.
• Proficient in Microsoft Office (Excel, Word, Outlook).

Responsabilidades

• Complete Merchant KYC and AML reviews accurately and efficiently, applying policy and evidence to support risk-based decisions.
• Review customer and merchant information with high attention to detail, ensuring records are complete and compliant.
• Identify, investigate and elevate discrepancies or potential financial crime risk indicators.
• Maintain clear communication with merchants and internal partners to resolve queries and support a positive servicing experience.
• Deliver high case quality, meeting productivity, quality and control expectations while keeping audit-ready documentation.
• Contribute to process improvement by sharing observations and supporting opportunities to strengthen controls.

Conocimientos

German fluency

Attention to detail

Microsoft Office

Communication skills

Problem solving

Descripción del empleo

Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

As a Merchant Support Specialist, you will play a critical role in protecting American Express, our customers and our merchant network. You will complete robust Know Your Customer, Anti-Money Laundering and financial crime prevention reviews with accuracy, consistency and sound judgement, ensuring merchant records are assessed in line with regulatory expectations, policy requirements and internal control standards.

This role is ideal for someone with strong attention to detail, curiosity and a control mindset. Your work will help identify and mitigate financial crime risk, support effective business protection and contribute to a strong control environment. By making careful, evidence-based decisions every day, you will help ensure American Express continues to operate with integrity while delivering a positive experience for merchants and internal partners.

Responsibilities

• Complete Merchant KYC and AML reviews accurately and efficiently, applying policy, procedures and available evidence to support sound risk-based decisions.
• Review customer and merchant information with a high level of attention to detail, ensuring records are complete, accurate and aligned to regulatory and internal control requirements.
• Identify, investigate and elevate discrepancies, red flags or potential financial crime risk indicators to help protect the business, customers and merchant network.
• Maintain clear and timely communication with merchants, internal partners and stakeholders to resolve queries, request information and support a positive servicing experience.
• Deliver consistently high case quality, meeting productivity, quality and control expectations while maintaining audit-ready documentation.
• Contribute to process improvement by sharing observations, identifying recurring issues and supporting opportunities to strengthen controls and operational efficiency.

Qualifications

• Fluency in German is required.
• Other European languages would be highly valued
• Strong attention to detail and accuracy, with the ability to review complex information carefully and identify inconsistencies, gaps or potential risk indicators.
• Ability to work in a fast-paced operations environment, managing multiple cases, changing priorities and time-sensitive regulatory obligations.
• Good working knowledge of Microsoft Office tools, including Excel, Word and Outlook, with confidence using systems and data to manage case activity.
• Clear written and verbal communication skills, with the ability to explain requirements, request information and document outcomes professionally.
• Proactive approach to learning, problem solving and continuous improvement, with a willingness to raise issues and suggest improvements that strengthen controls.
• Ability to build effective relationships with colleagues, Team Leaders, stakeholders and partners to support case resolution and operational delivery.
• Resilience and accountability, remaining positive and focused when working through complex cases, competing demands or ambiguous information.
• Commitment to delivering high-quality merchant experiences.
• Outstanding organisational skills, with the ability to prioritise effectively and maintain accurate records across multiple work items.
• Highly self-motivated, results-oriented and able to work independently while staying aligned to Team Leader guidance, quality expectations and business priorities.

Non-considerations For Sponsorship

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 Team

We 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.