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Client Retention Specialist – English Proficient
hace 3 meses
You Pave the Path. We Support Your Journey.
With the right support, individuals and organizations can achieve remarkable progress. When you become part of American Express, you join a global and diverse network of professionals dedicated to supporting our clients, communities, and one another. Here, you will develop and advance your career journey, uniquely tailored to your aspirations, with benefits, programs, and flexibility that cater to your personal and professional needs.
At American Express, your contributions, leadership, and impact will be acknowledged—every team member has the chance to partake in the company's achievements. Together, we will succeed as a cohesive unit, committed to delivering the world's finest customer experience daily. We will accomplish this with the highest level of integrity, in an environment where everyone feels valued and included.
Join American Express and let’s forge the path forward together.
Who are we?
The EMEA Telesales and Client Management division is composed of a diverse team representing various nationalities, proficient in over 28 languages, based in Madrid. Our teams excel in acquiring and nurturing relationships with merchants across all European markets.
As a central hub in our new European headquarters, we provide a competitive package and the chance to work with one of Spain's top employer brands.
The primary goal of the Client Retention Manager is to focus on maintaining relationships with small and medium-sized key merchants, ensuring business continuity by collaborating across markets and Lines of Business, fostering full engagement within the portfolio. This is primarily achieved by adhering to Know Your Customer principles, assisting in gathering essential information from merchants to comply with these standards.
Key Responsibilities
Retain merchant accounts by reaching out to gather missing Know Your Customer documentation and information from high-value merchants to prevent cancellations. Sustain and expand active merchant locations. Enhance merchant satisfaction as measured through annual surveys. Evaluate account documentation. Retain and, where feasible, increase transaction volumes and revenues. Ensure compliance and control measures are in place. Share best practices and provide team support.Qualifications
Fluent in English with a comprehensive understanding of the local market landscape. Experience in account management or KYC/AML checks, preferably in a telephonic capacity. Knowledge of compliance regulations is advantageous. Strong organizational and time management abilities, capable of prioritizing tasks to meet objectives. Demonstrated accountability and ownership. High determination and self-assurance, with the ability to collaborate effectively within a team. Proficient in analyzing and interpreting data and documentation. Proficiency in Spanish is a plus.We support our colleagues and their families with benefits and programs that promote their overall well-being. This includes prioritizing their physical, financial, and mental health throughout all life stages. Benefits encompass:
Competitive base salaries. Bonus incentives. Financial well-being and retirement support. Comprehensive medical, dental, vision, life insurance, and disability benefits (subject to location). Flexible working arrangements, including hybrid, onsite, or virtual options based on role and business needs. Generous parental leave policies (subject to location). Free access to global wellness centers staffed with healthcare professionals (subject to location). Confidential counseling support through our Healthy Minds program. Opportunities for career development and training.Employment with American Express is contingent upon the successful completion of a background verification check, in accordance with applicable laws and regulations.
