Merchant Support Specialist - UK Market

American Express; Madrid; Híbrido; EUR 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salary

Bonus incentives

Financial well-being support

Retirement benefits

Medical/dental/vision insurance

Descripción de la vacante

American Express in Madrid seeks a Client Retention Manager to focus on retaining small and medium merchants, ensuring business continuity and engagement across markets. The role involves high-value outreach, documentation checks, and cross-functional collaboration with multiple channels and business lines.

The position requires strong analytical, communication and organizational skills, with flexibility to work schedules based on business needs. Employment eligibility in Spain applies.

Formación

• Experience in account management roles or KYC/AML checks, ideally over the phone.
• Fluency in English, both written and verbal.

Responsabilidades

• Retain a Merchant, reach out to collect missing documentation and information from high value merchants to avoid cancellation.
• Assess account documentation and ensure compliance and control.
• Retain volumes and revenue while providing best-practice support across channels.

Conocimientos

Account management

KYC/AML checks

English fluency

Compliance

Communication

Time management

Analytical thinking

Team collaboration

Descripción del empleo

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

• 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 revenue
• 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.

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.