Customer Care Professional-T3-I
American Express · Posted Sep 30
Banking, credit card, payment network, and travel services
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About the role
The role sits within American Express merchant services, supporting the relationships and account servicing needs of merchants who accept American Express. The team handles merchant account set-ups and maintenance, banking updates, payments research, and account reconciliation for financial institutions and internal partners. This position responds to inbound and outbound merchant requests, evaluates financial and legal documentation, and delivers service against defined SLAs on a night shift.
What you will do
- The position is responsible for providing quality and timely completion of Merchant requests related to Banking Updates/Maintenance on existing merchant accounts/New Account set-ups, payments research and account reconciliation
- Requires the handling of outbound and inbound calls to and/or from Financial Institutions, Merchants, and internal customers.
- Provide service & support to Merchants, Processors, MS TSC, Banking, SRG/KOAT, Contract Review, Submissions, ESSU, CMS, Acquisition, Network Development, Risk Management, and Welcome Acceptance
- Review, analyze, and process merchant requests from the simple to the complex
- Review, understand, and apply information from business and legal documents, i.e., Articles of Inc., Business license,
- Guarantee Agreements, IRS documents, AMEX Terms and Conditions, Policies and procedures and PAD Agreements in order to fulfill critical maintenance requests.
- Ensure timely execution of cases and following strict deadlines for enhanced merchant experience as per the SLA defined
- Strong analytical and collaboration skills
- Excellent written and verbal communication skills
- Demonstrates ability to be self-directed with excellent follow through and meet efficiency goals
- Customer focused with a high level of urgency; role model for delivering Extraordinary Customer Care
- Able to interact professionally with all levels of clients
- Ability to manage multiple tasks simultaneously
- Working knowledge of MS Office products, i.e. Excel, Word, PowerPoint etc.
- This is a night shift: 19:30-04:00
Skills used in this role
What the employer is looking for
- Colleague must not be on PIP/Review period
- Excellent verbal and written communication skills
- Ability to evaluate Merchant and financial information
- High result orientation
- Ability to take independent decisions & meet stringent deadlines
- Demonstrated dependability
Preferred qualifications
- Graduates
Benefits and support
- 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
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
Recent coverage
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