Merchant Servicing Specialist

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.

Minimum Qualifications:

- Strong customer-service mindset and commitment to delivering an exceptional customer experience on every interaction.
- Demonstrated ability to handle inbound and outbound customer calls professionally, confidently, and efficiently, using clear verbal communication, active listening, empathy and appropriate call control to understand customer needs and explain complex information in a clear and straightforward manner.
- Ability to manage challenging or time-sensitive enquiries calmly, de-escalate concerns, set clear expectations, and maintain ownership through to resolution or hand-off.
- Strong written communication and interpersonal skills for email, chat, and stakeholder interactions.
- Excellent critical-thinking, analytical, time-management, and organizational skills.
- High attention to detail, with an agile and structured problem-solving mindset.
- Ability to conduct root-cause analysis, recognize recurring issues, and recommend practical improvements.
- Ability to independently manage workload and priorities while contributing effectively as a team member.
- High level of accountability, motivation, and ownership of personal development and career growth.
- Strong understanding of relevant merchant front-office or back-office processes and servicing systems is preferred.
- Flexibility to work across servicing channels and on schedules determined by business needs.

Compliance Language:
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:

- 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 or onsite 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.