Customer Care Professional

The role is within Global Merchant Operations (GMO). The team supports American Express merchant acquisition across European markets, playing a key role in enabling new merchants to accept American Express by managing the operational setup process following the execution of commercial agreements.

This role is responsible for supporting the end-to-end merchant setup process, including the comprehensive review and validation of commercial agreements and supporting documentation to ensure accuracy, completeness, and alignment with established requirements.

• Perform comprehensive reviews and validation of commercial agreements and supporting documentation to ensure completeness, accuracy, and alignment with established requirements.

• Identify documentation gaps or inconsistencies and partner with internal and cross-functional teams to resolve them in a timely manner.

• Accurately capture and maintain merchant information across American Express systems, ensuring high standards of data quality and operational excellence.

• Manage assigned cases efficiently, balancing productivity, accuracy, and quality while meeting established service levels and operational targets.

• Build strong relationships with internal partners and cross-functional stakeholders, providing effective support throughout the merchant setup process.

• Contribute to a culture of continuous improvement by identifying opportunities to simplify processes, enhance controls, and improve the overall merchant onboarding experience.

• Advanced proficiency in written and spoken German and English is required.

• Availability to work Monday through Friday. Flexibility is required.

• Strong attention to detail and ability to review documentation accurately and thoroughly.

• Ability to work effectively in a fast-paced, structured, and metrics-driven environment while managing multiple priorities.

• Strong organizational, analytical, and problem-solving skills, with the ability to identify discrepancies and determine appropriate next steps.

• Strong written and verbal communication skills, with the ability to collaborate effectively with internal and cross-functional stakeholders.

• Ability to navigate multiple systems and applications efficiently in a Windows-based environment.

• Demonstrated adaptability, resilience, and ownership, with a proactive approach to resolving issues and meeting operational requirements.

• Previous experience in operations, back-office processes, document review, data processing, merchant onboarding, or similar roles is a plus.

• High school diploma or equivalent required.

• Bachelor’s degree preferred.

At American Express, our culture is built on a 175-year history of innovation, shared valuesand 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. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.