Merchant Support Specialist - English Speaker

• Fluency in English is required.
• Others European languages would be highly valued (German, French, Swedish, Finnish, Norwegian)
• Strong attention to detail and accuracy, with the ability to review complex information carefully and identify inconsistencies, gaps or potential risk indicators.
• Ability to work in a fast-paced operations environment, managing multiple cases, changing priorities and time-sensitive regulatory obligations.
• Good working knowledge of Microsoft Office tools, including Excel, Word and Outlook, with confidence using systems and data to manage case activity.
• Clear written and verbal communication skills, with the ability to explain requirements, request information and document outcomes professionally.
• Proactive approach to learning, problem solving and continuous improvement, with a willingness to raise issues and suggest improvements that strengthen controls.
• Ability to build effective relationships with colleagues, Team Leaders, stakeholders and partners to support case resolution and operational delivery.
• Resilience and accountability, remaining positive and focused when working through complex cases, competing demands or ambiguous information.
• Commitment to delivering high-quality merchant experiences.
• Outstanding organisational skills, with the ability to prioritise effectively and maintain accurate records across multiple work items.
• Highly self-motivated, results-oriented and able to work independently while staying aligned to Team Leader guidance, quality expectations and business priorities.

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

• Complete UK Merchant KYC and AML reviews accurately and efficiently, applying policy, procedures and available evidence to support sound risk-based decisions.
• Review customer and merchant information with a high level of attention to detail, ensuring records are complete, accurate and aligned to regulatory and internal control requirements.
• Identify, investigate and escalate discrepancies, red flags or potential financial crime risk indicators to help protect the business, customers and merchant network.
• Maintain clear and timely communication with merchants, internal partners and stakeholders to resolve queries, request information and support a positive servicing experience.
• Deliver consistently high case quality, meeting productivity, quality and control expectations while maintaining audit-ready documentation.
• Contribute to process improvement by sharing observations, identifying recurring issues and supporting opportunities to strengthen controls and operational efficiency.

• Fluency in English is required.
• Others European languages would be highly valued (German, French, Swedish, Finnish, Norwegian)
• Strong attention to detail and accuracy, with the ability to review complex information carefully and identify inconsistencies, gaps or potential risk indicators.
• Ability to work in a fast-paced operations environment, managing multiple cases, changing priorities and time-sensitive regulatory obligations.
• Good working knowledge of Microsoft Office tools, including Excel, Word and Outlook, with confidence using systems and data to manage case activity.
• Clear written and verbal communication skills, with the ability to explain requirements, request information and document outcomes professionally.
• Proactive approach to learning, problem solving and continuous improvement, with a willingness to raise issues and suggest improvements that strengthen controls.
• Ability to build effective relationships with colleagues, Team Leaders, stakeholders and partners to support case resolution and operational delivery.
• Resilience and accountability, remaining positive and focused when working through complex cases, competing demands or ambiguous information.
• Commitment to delivering high-quality merchant experiences.
• Outstanding organisational skills, with the ability to prioritise effectively and maintain accurate records across multiple work items.
• Highly self-motivated, results-oriented and able to work independently while staying aligned to Team Leader guidance, quality expectations and business priorities.

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