Experienced Full Stack Merchant Specialist – Digital Merchant Management and Client Relationship Development
About American Express and the Opportunity
At American Express, we're committed to backing our customers, communities, and each other. As a global and diverse community of colleagues, we strive to create a career journey that's unique and meaningful to each individual. With benefits, programs, and flexibility that support our colleagues personally and professionally, we empower them to progress in incredible ways. As a key player in our Global Merchant & Network Services (GMNS) team, you'll be part of a dynamic Account Development team responsible for building unique experiences for merchants through effective client management, providing world-class merchant analytics, and offering marketing initiatives that connect our merchants with customers and products that can grow their business. Our Regional & Centralized Client Group (RCCG) sits within GMNS and is an Account Development team that focuses on developing relationships with small merchants.Job Summary
We're seeking a highly motivated and detail-oriented Merchant Specialist to join our team. This position plays a crucial role in supporting the Manager of the Digitally Managed portfolio and will be responsible for executing oversight and treatment needed for ~90,000 Digitally Managed merchants. As a Merchant Specialist, you'll be instrumental in the rollout of our new strategy and ensuring the right support and controls are in place for this very large portfolio.Key Responsibilities
As a Merchant Specialist, your key responsibilities will include:- Supporting the manager of the Digitally Managed portfolio to execute strategies
- Handling necessary client interactions, including escalations and growth opportunities
- Levelling new, regular reporting & analytics to support large book of business
- Interfacing with internal and external partners to facilitate various initiatives
- Assisting in the preparation of reports, presentations, and other documentation
- Understanding and effectively communicating the merchant value proposition to our clients
- Researching and leveraging relevant information on the merchant business using multiple sources of data including analytics and internal and external applications to build compelling conversations
- Documenting client interactions and updating client records in MerchantForce
- Comfortable working with a high level of change and ambiguity
Qualifications
To be successful in this role, you'll need:- Strong communication skills, both written and verbal
- Experience handling complex client interactions
- Experience with Salesforce, Microsoft Excel, PowerPoint, Word, and Outlook
- Analytic mindset with the ability to analyze data and provide insights
- Ability to interface effectively with internal and external partners
- Detail-oriented and highly organized
- Self-motivated and able to work independently as well as part of a team
- Virtual residing in Arizona required
- Bachelor's degree preferred
- Project Management experience preferred
Employment Eligibility and Benefits
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. We offer a competitive salary range of $55,000.00 to $105,000.00 annually, plus bonus and benefits. Our benefits include:- 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