Merchant

• 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

Explore Merchant Servicing Specialist at American Express. Review requirements and application details.