Relationship Lead - Global & Premium Merchant Experience

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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

The Global Merchant Operations team provides servicing to American Express Merchants and Third Party Acquirers delivering differentiated essential services to our clients to support them in achieving their aspirations. Additionally, we support the Enterprise to retain, grow and improve overall satisfaction with these customers.

The Relationship Lead role in Global Merchant Operations (GMO) is responsible for maintaining relationships with strategic Merchants, working directly with Merchant Client Management and Payment Consultant groups, and liaising with all departments relevant to queries received from our Merchants. This role also serves as the escalation point for complex issues. Responsibilities include working as a single point of contact servicing inquiries for our top 100 Merchants globally and sharing insights to proactively educate Merchants on the most efficient ways to meet their servicing needs.

Responsibilities:

• Serve as the primary point of contact to assist Merchants with completing servicing requests.
• Collaborate with Merchant Client Management and the Payment Consultant Group to tailor servicing strategies that meet Merchant needs.
• Partner with the Merchant and Merchant Client Management to drive online self-servicing.
• Resolve complex/escalated service requests with a high degree of precision and urgency.
• Proactively identify procedural/operational opportunities and implement solutions that lead to improved Merchant journeys and satisfaction.
• Assist Merchants with their operational needs and improving bottom line revenue by offering a variety of American Express products/services.
• Lead and/or participate in special projects required to support Merchant’s key business objectives.
• Work directly with Merchants to obtain payment for debit balances.
• Collaborate with key stakeholders to help GMNS retain and expand Merchant relationships as well as improve Merchant satisfaction.

Minimum Qualifications

• 2+ years customer service experience with expertise in relationship management and consultation.
• Possess strong analytical and problem-solving skills.
• Ability to communicate, influence and collaborate at all levels.
• Excellent project management skills and the ability to operate with a sense of urgency.
• High degree of learning agility with the ability to quickly learn new tools, policies/procedures, and Merchant specifics
• Ability to leverage insights to identify opportunities and implement solutions that improve Merchant satisfaction.
• Ability to probe to understand Merchant needs and complex situations.
• Proficiency with Microsoft Office. 

Preferred Qualifications

• Bachelor’s degree in Business or related field.
• American Express Merchant Services Experience.

Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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