Customer Care Professional MRPS Partners, Spanish and English Speaker

• Support the servicing needs of our Third-Party Partners across the EMEA region
• Support non-production functions as needed to help the team maintain optimal servicing levels
• Build and maintain a synergic relationship with different lines of businesses within American Express to ensure best-in-class and consistent customer experience across all touchpoints in close collaboration with Partner Managers.
• Support with escalations
• Able to flex across different customer segments, processes and work any schedule to support business needs
• Service across multiple channels including phone and e-mail
• Think out of the box and resolve partner enquiries/ issues to ensure speedy resolution with minimal impact to Merchant experience
• Proactively identify opportunities to drive improvements in customer experience and reduce recurring incidents by providing lasting solutions
• Ability to operate with a high degree of agility and passion for learning new things.
• Strong relationship building skills
• High attention to detail with an agile problem-solving mindset
• Must have the ability to be pro-active and conduct root cause analysis for recurring problems
• Ability to manage your own work but also be a strong team player
• Strong growth mindset with the ability to take ownership of your own career

• Excellent critical thinking, time management and analytical skills required
• Excellent verbal and written communication in English and Spanish, another European language is a plus
• Experience around creating and reporting process related metrics

Preferred Qualifications

• Familiarity with the American Express Third-Party Management model
• Prior Back Office experience in a financial services environment

• Working knowledge of KYC and Sanctions processes and requirements.