Merchant Support Specialist - UK Market

American Express
Madrid
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Critical thinking","Time management","Analytical skills","Verbal communication","Written communication","Relationship building","Problem-solving","Organizational skills","Prioritization","Accountability","Ownership","Self-confidence","Teamwork"]

Own merchant retention for small and medium key accounts in the UK market, focusing on customer continuity and engagement within a defined portfolio. Collaborate across markets and lines of business to ensure full acceptance and compliance. You’ll handle inbound/outbound phone and email interactions, assess account documentation, retain volumes and revenue, and follow control/compliance requirements while sharing best practices with the team.

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FursaFursa
American Express
American Express
1 day ago

Merchant Support Specialist - UK Market

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own merchant retention for small and medium key accounts in the UK market, focusing on customer continuity and engagement within a defined portfolio. Collaborate across markets and lines of business to ensure full acceptance and compliance. You’ll handle inbound/outbound phone and email interactions, assess account documentation, retain volumes and revenue, and follow control/compliance requirements while sharing best practices with the team.
Location: Madrid
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Focus on account retention for small and medium key merchants, ensuring business continuation
  • •Retain volumes and revenue while managing merchant accounts
  • •Reach out to collect missing Know Your Customer (KYC) documentation from high-value merchants
  • •Assess account documentation and ensure compliance and control
  • •Provide service across multiple channels (phone inbound/outbound and email) and share best practices

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability BenefitsPaid LeavePensionHybrid Work

Key Requirements

  • •Experience in account management roles or KYC/AML checks, ideally over the phone
  • •Fluency in English (written and verbal)
  • •Strong communication and relationship-building skills
  • •High attention to detail with an agile problem-solving mindset
  • •Strong organizational and time-management skills, able to set priorities and take ownership
Skills:Critical thinkingTime managementAnalytical skillsVerbal communicationWritten communicationRelationship buildingProblem-solvingOrganizational skillsPrioritizationAccountabilityOwnershipSelf-confidenceTeamwork
Languages:English

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn