Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s general 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.

Responsibilities
- Complete UK 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 elevate 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
- Fluency in English is required.
- Others European languages would be highly valued (German, French, Swedish, Finnish, Norwegian)
- 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

📌 Merchant Support Specialist (Madrid)
🏢 American Express
📍 Madrid