Merchant Support Specialist

American Express

. Retain merchants by contacting high-value merchants to collect missing Know Your Customer documentation and information, avoiding cancellation .

Posted 10/9/2026full-timeMadrid • SpainMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in account management and KYC/AML checks, ensuring compliance and effective communication with high-value merchants. Possesses strong analytical and problem-solving skills, with a focus on detail and team collaboration.

Highest-signal resume keywords

Account Management ExperienceKYC/AML ChecksCompliance KnowledgeFluency in EnglishStrong Analytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KYC DocumentationAML ComplianceAccount AssessmentDocumentation Review

Soft Skills

Critical ThinkingTime ManagementRelationship BuildingProblem-Solving MindsetTeam Collaboration

Industry Keywords

ComplianceMerchant RetentionRevenue RetentionCustomer ServiceMulti-Channel Communication

About the role

Key responsibilities & impact

Retain merchants by contacting high-value merchants to collect missing Know Your Customer documentation and information, avoiding cancellation
Assess account documentation
Retain volumes and revenues
Ensure compliance and control
Share best practices and support the team
Provide service across multiple channels, including inbound and outbound phone and email

Requirements

What you’ll need

Excellent critical thinking, time management and analytical skills required
Excellent verbal and written communication & relationship building skills
Fluency in English both written and verbal
High attention to detail with an agile problem-solving mindset
Flexible to work any schedule based on business need
Experience in account management roles or KYC/AML Checks, ideally over the phone
Compliance knowledge is a plus
Strong organizational and time management skills, able to set priorities to achieve goals
Accountability and ownership
High level of determination and self-confidence, ability to work in groups and contribute to the team’s success
Other European language is a plus (French, German, Spanish)
Employment eligibility to work with American Express in Spain is required; the company will not pursue visa sponsorship for these positions

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, 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