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. Manage end-to-end servicing requests across multiple markets / regions and business units. Provide multi-channel service through email, live chat, and telephone, including inbound and outbound calls, based on business needs. Be prepared to support multiple case enquiries including handling account set up, payment related, maintenance requests, general servicing, and issue resolution in real time. Apply effective call-handling techniques, including active listening, clear questioning, verification, expectation setting, accurate documentation, and confirmation of resolution or next steps. Think beyond the immediate request to identify the underlying merchant or client-manager need and deliver a timely, accurate, and low-effort resolution. Anticipate customer needs, take proactive steps to resolve issues, and conduct root-cause analysis for recurring problems. Communicate actively with merchants, client managers, and internal partners to provide updates, manage expectations, and close the loop efficiently. Build and maintain effective working relationships across relevant American Express business units and partner teams to support a consistent customer experience at all touchpoints. Support non-production functions as required to help the team maintain optimal service levels, including process support, case follow-up, reporting, and other business priorities. Identify opportunities to improve the customer experience, reduce recurring incidents, and improve resolution efficiency. Consistently adhere to established policies, procedures, operational controls and required processes when managing customer interactions and cases, ensuring all actions are completed accurately and supported by complete case notes and required documentation. Demonstrate agility and adaptability in a continuously evolving environment by quickly learning and applying new processes, procedures, tools and ways of working and work schedules in response to changing business requirements. Promote the American Express brand through professional, consistent, and customer-focused servicing. 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.