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Merchant Servicing Specialist
American Express. Manage end-to-end servicing requests across multiple markets / regions and business units .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on delivering exceptional experiences through effective communication and problem-solving. Capable of managing multiple servicing channels and conducting root-cause analysis to improve customer interactions and operational efficiency.
Highest-signal resume keywords
Customer Service MindsetActive ListeningRoot-Cause AnalysisWritten CommunicationTime Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Call Handling TechniquesIssue ResolutionAccount SetupPayment ProcessingAnalytical Skills
Soft Skills
EmpathyInterpersonal SkillsOrganizational SkillsProblem-Solving MindsetOwnership
Industry Keywords
Merchant ProcessesCustomer ExperienceOperational ControlsService ChannelsBackground Verification
About the role
Key responsibilities & impact- Manage end-to-end servicing requests across multiple markets / regions and business units
- Provide multi-channel service through email, live chat, and telephone, including inbound and outbound calls
- Handle account setup, payment-related, maintenance, general servicing, and issue-resolution enquiries in real time
- Apply call-handling techniques including active listening, questioning, verification, expectation setting, documentation, and confirmation of resolution or next steps
- Identify underlying merchant or client-manager needs and deliver timely, accurate, low-effort resolutions
- Anticipate customer needs, proactively resolve issues, and conduct root-cause analysis for recurring problems
- Communicate with merchants, client managers, and internal partners to provide updates, manage expectations, and close the loop
- Build working relationships across American Express business units and partner teams
- Support process work, case follow-up, reporting, and other business priorities
- Identify opportunities to improve customer experience, reduce recurring incidents, and improve resolution efficiency
- Follow established policies, procedures, operational controls, and documentation requirements
- Learn and apply new processes, tools, procedures, and work schedules as business requirements change
- Promote the American Express brand through professional, consistent, customer-focused servicing
Requirements
What you’ll need- Strong customer-service mindset and commitment to delivering an exceptional customer experience on every interaction
- Demonstrated ability to handle inbound and outbound customer calls professionally, confidently, and efficiently, using clear verbal communication, active listening, empathy and appropriate call control
- Ability to manage challenging or time-sensitive enquiries calmly, de-escalate concerns, set clear expectations, and maintain ownership through to resolution or hand-off
- Strong written communication and interpersonal skills for email, chat, and stakeholder interactions
- Excellent critical-thinking, analytical, time-management, and organizational skills
- High attention to detail, with an agile and structured problem-solving mindset
- Ability to conduct root-cause analysis, recognize recurring issues, and recommend practical improvements
- Ability to independently manage workload and priorities while contributing effectively as a team member
- High level of accountability, motivation, and ownership of personal development and career growth
- Strong understanding of relevant merchant front-office or back-office processes and servicing systems is preferred
- Flexibility to work across servicing channels and on schedules determined by business needs
- Successful completion of a background verification check, subject to applicable laws and regulations
Benefits
Comp & perks- 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 or onsite 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