Merchant Support Specialist - English Speaker

• Career Area: Customer Service and Travel

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 UK 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 escalate 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 English is required.
• Others European languages would be highly valued (German, French, Swedish, Finnish, Norwegian)
• 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.

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.