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Merchant Support Specialist - German Speaker

Hybrid in Madrid·Added 2 days ago (last checked 6 Nov)

American Express

13 open roles

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Our summary

Work mode: Hybrid, Madrid
English: Required
Other languages: German

Visa options

The ad doesn’t mention sponsorship
Not a refusal, but not a yes. Worth asking in your first message.

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Skills

Excel

Requirements

What we're looking for

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.
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.

Nice to have

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

The role

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company's global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

As a Merchant Support Specialist, you will play a critical role in protecting American Express, our customers and our merchant network. You will complete robust Know Your Customer, Anti-Money Laundering and financial crime prevention reviews with accuracy, consistency and sound judgement, ensuring merchant records are assessed in line with regulatory expectations, policy requirements and internal control standards.

This role is ideal for someone with strong attention to detail, curiosity and a control mindset. Your work will help identify and mitigate financial crime risk, support effective business protection and contribute to a strong control environment. By making careful, evidence-based decisions every day, you will help ensure American Express continues to operate with integrity while delivering a positive experience for merchants and internal partners.

What you'll do

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.

Qualifications

Proactive approach to learning, problem solving and continuous improvement, with a willingness to raise issues and suggest improvements that strengthen controls.

Non-considerations for sponsorship:

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

About American Express

American Express is a globally integrated payments company offering charge and credit cards, travel-related services, and banking products to consumers and businesses. Founded in 1850, it is one of the world's most recognizable financial services brands, operating in over 130 countries and employing tens of thousands of people worldwide. The company's core business spans card issuance, merchant acquisition, and network services, making it a leader in the global payments industry.

In Spain, American Express has a significant presence, primarily through its offices in Madrid, which serve as a hub for customer service, compliance, and risk management roles supporting both Spanish and international markets. The company is known for its strong corporate culture, emphasis on customer service excellence, and commitment to employee development. For international professionals, American Express in Spain offers opportunities to work in a multicultural environment, often requiring multilingual skills (e.g., French, German, English), and provides a pathway to build a career in a globally recognized financial institution.

Industry: Financial Services
Founded: 1850
Employees: 50,000–100,000
Headquarters: New York, USA
In Spain: Madrid

Good to know if you are moving

American Express has a large multilingual customer service and compliance hub in Madrid, with roles requiring French, German, and English, making it a good fit for international candidates.
The company offers a comprehensive relocation package for eligible roles, including visa sponsorship and support for international hires.
American Express is known for its strong corporate culture, with a focus on diversity, inclusion, and employee well-being, and has been consistently ranked as a great place to work.
Working at American Express in Spain provides exposure to global financial operations and the opportunity to work with colleagues across Europe and the world.
The company offers competitive benefits, including health insurance, pension plans, and opportunities for career advancement within its global network.

All open roles at American Express