Merchant Support Specialist - Finnish Speaker

• 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.

• Fluency in Finish is required.
• Other European languages would be highly valued

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

• Complete 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.