Terminal Enablement Specialist - UK Market

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?

Delivering excellent Back-Office interactions with Merchants via phone, e-mail and back-end processing to enable them to warmly accept American Express cards and welcome American Express customers.
 

Job Description:

• Review, analyze, and process all set-up, servicing and product requests varying in levels of complexity received daily
• Responsible for data verification and timely processing of new applications, including follow up of missing information to enable optimal turn-around time of applications
• Contact merchants via outbound call to resolve the issues to increase coverage and acceptance revenue.
• Analyzing merchant information through multiple systems to identify next course of action in driving resolution.
• Build sustainable relationships and trust with merchants through open and interactive communication
• Follow up with various stakeholders through e-mails to ensure efficient Merchant case resolution
• Liaise with partner banks and vendors to ensure requests are actioned in a timely manner
• Strong attention to detail and resulted oriented to meet monthly goals and target
• Follow communication procedures and policies
• Executing all tasks assigned by the team leader or manager diligently, on schedule, and to the highest standard.
• Identifies areas of enhancement/improvement with the operating procedures and workflow
• Maintain a daily inventory of cases, track and resolve each of them to closure to effectively service Merchants and reduce Cycle Time

Key Responsibilities

• Meet performance metrics: Quality, Efficiency, Case Time Resolution, Compliance, Attendance and Schedule Adherence
• Adhere to internal policies to ensure Compliance with legal parameters as well as company policies and procedures

Minimum Qualifications

• A customer centric, can-do attitude for your customers
• Proficient in MS Office tools

• Sound Resolution Skills

• Fluency in speaking, reading, and writing in English
• Able to deliver results in accordance with policy and procedure.
• Analytical and problem-solving skills with a growth mindset.
• Flexibility to work on weekends & public holidays (when required)
• Ability to work an evening shift between 1500 – 0100 MYT

Preferred Qualifications

• Call center experience / experience in phone servicing
• Experience in managing EMEA regional clients
• Fluency in speaking, reading, and writing in English

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 
• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.