Job Description

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.

Global Merchant Operations (GMO) is the operational backbone that enables American Express merchants to do business with confidence, scale, and continuity across our global markets. The team is responsible for delivering reliable, high-quality servicing to merchants that accept American Express, ensuring seamless day-to-day operations while protecting the brand, mitigating risk, and supporting growth.

Merchant Recruitment & Process Servicing Partners (MRPS) Team supports operational queries across European markets, acting as a key liaison between partners and AML teams to resolve KYC and sanctions-related matters.

Through reporting, inventory management, pricing initiatives support, execution of mass cancellation requests, and other ad-hoc queries, the team ensures efficient service delivery.

• Support the servicing needs of our Third-Party Partners across the EMEA region
• Support non-production functions as needed to help the team maintain optimal servicing levels
• Build and maintain a synergic relationship with different lines of businesses within American Express to ensure best-in-class and consistent customer experience across all touchpoints in close collaboration with Partner Managers.
• Support with escalations
• Able to flex across different customer segments, processes and work any schedule to support business needs
• Service across multiple channels including phone and e-mail
• Think out of the box and resolve partner enquiries/ issues to ensure speedy resolution with minimal impact to Merchant experience
• Proactively identify opportunities to drive improvements in customer experience and reduce recurring incidents by providing lasting solutions
• Ability to operate with a high degree of agility and passion for learning new things.
• Excellent critical thinking, time management and analytical skills required
• Excellent verbal and written communication in English and Spanish, another European language is a plus
• Strong relationship building skills
• Experience around creating and reporting process related metrics
• High attention to detail with an agile problem-solving mindset
• Must have the ability to be pro-active and conduct root cause analysis for recurring problems
• Ability to manage your own work but also be a strong team player
• Strong growth mindset with the ability to take ownership of your own career

Preferred Qualifications

• Familiarity with the American Express Third-Party Management model
• Prior Back Office experience in a financial services environment
• Working knowledge of KYC and Sanctions processes and requirements.

Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.

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.