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Merchant Relationship Retention Manager – Fluent in English
hace 3 meses
You Lead the Way. We've Got Your Back.
At American Express, we empower individuals and businesses to thrive in remarkable ways. Joining our team means becoming part of a diverse global community dedicated to supporting our customers, communities, and each other. Here, you will have the opportunity to learn and grow while crafting a career path that is both unique and fulfilling, supported by benefits and programs that cater to your personal and professional needs.
As a member of American Express, your contributions, leadership, and impact will be recognized—every colleague has the chance to share in the company's achievements. Together, we strive to uphold our commitment to delivering the world's best customer experience daily, with integrity and in an environment where everyone feels valued and included.
Who We Are?
The EMEA Telesales and Client Management division comprises a team of diverse nationalities fluent in over 28 languages, based in a modern European hub. Our teams excel in acquiring and nurturing relationships with merchants across all European markets.
Our primary goal for the Client Retention Manager role is to focus on maintaining relationships with small and medium-sized key merchants, ensuring business continuity by collaborating across various markets and Lines of Business, and fostering full engagement within the portfolio. This is achieved by adhering to Know Your Customer principles and gathering essential information from merchants to ensure compliance.
Key Responsibilities
- Engage with merchants to collect necessary Know Your Customer documentation and information, preventing 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 maintain control.
- Share best practices and provide team support.
Qualifications
- Proficient in English with a comprehensive understanding of the local market landscape.
- Experience in account management or KYC/AML checks, preferably via phone.
- Knowledge of compliance regulations is advantageous.
- Strong organizational and time management skills, with the ability to prioritize effectively.
- Demonstrated accountability and ownership.
- High determination and self-confidence, with the ability to collaborate and contribute to team success.
- Capability to analyze and interpret data and documentation.
- Proficiency in Spanish is a plus.
We prioritize the well-being of our colleagues and their families through comprehensive benefits and programs that support their overall health. Our offerings include:
- Competitive base salaries.
- Bonus incentives.
- Financial well-being and retirement support.
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
- Flexible working arrangements tailored to role and business needs.
- Generous parental leave policies (subject to location).
- Access to global wellness centers staffed with healthcare professionals (depending on 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.
