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. 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 adecuado 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. 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 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. Good working knowledge of Microsoft Office tools, including Excel, Word and Outlook, with confidence using systems and data to manage case activity. 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. Commitment to delivering high‑quality merchant experiences. Highly self‑motivated, results‑oriented and able to work independently while staying aligned to Team Leader guidance, quality expectations and business priorities. Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions. At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world‑class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well‑being and many opportunities to learn new skills, develop as a leader, and grow your career. Support for financial‑well‑being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Free access to global on‑site wellness centers staffed with nurses and doctors (depending on location) Free and confidential counseling support through our Healthy Minds program Career development and training opportunities

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