You Lead The Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Merchant Servicing Network is part of GSG organization. The main purpose of this role is to delivering distinguished customer service to Merchants.

You won’t just help our Merchants. You will create a business relation with them.

Our Merchant Service Customer Care Professional represents the American Express brand with our commercial partners that accept American Express as payment mode.

The Merchant Service Customer Care Professionals take their work personally they’re problem solvers, relationship builders, and a kind of business partner for the Merchant and their banks helping them to increase the bill.

What you will do?

Respond quickly and accurately to Merchant questions and issues

Offer customers unique solutions

Find new ways to offer Merchants a better experience and more value from their American Express service

Suggest new ways to improve processes and customer care

Being focused on the Merchant business and find ways to help them to increase their profits

Get in touch with banks and other Merchant partners

Drive accurate payments and reconciliations enquiries coming from Italian Merchants

Handle, analyze and solve disputes cases working with the external vendor

Required skills:

A passion for customer service with exceptional listening and relationship building skills

Strong verbal communication and engagement skills

Ability to work in a fast paced results driven environment

Good working knowledge of Windows (Word, PowerPoint and Excel)

Team playing spirit, positive approach, whilst able to take initiative and work independently

Willingness to work in a shift pattern

Good Knowledge of Italian and English (spoken and written)

Knowledge of Know Your Customer and Customer Due Diligence process

Excellent organizational and time-management skills to successfully drive results in a fast paced environment with constantly changing priorities

Good analytics skills and will to check deeply any possible detail

Proven ability to assign priorities effectively and to plan the proper actions accordingly

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

We welcome applications from candidates with Protected Category status.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.emea@aexp.com.

Talk to our people and you’ll find out what we’re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world – including 2°Great Place to Work Italia 2022, 2° Best Workplace for Women 2022 and #2 Best Workplaces for Innovation in 2021. If you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.

Why American Express?

There’s a difference between having a job and making a difference.

Amex have been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

#LI-Hybrid