Representative - Account Service

You Lead the Way. We?ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you?ll learn and grow as we help you create a career journey that?s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you?ll be recognized for your contributions, leadership, and impact?every colleague has the opportunity to share in the company?s success. Together, we?ll win as a team, striving to uphold our company values and powerful backing promise to provide the world?s best customer experience every day. And we?ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
Small Merchants play a critical role in the strength of our economy and American Express has a history of being an advocate for Small Merchants. By providing marketing, payment solutions, and developing signature programs such as, our year-round Shop Small and Small Business Saturday programs, American Express has been transformative in helping Small Merchants get more customers to their businesses over the years.
Global Merchant & Network Services (GMNS) is the merchant network at American Express that acquires and maintains relationships with millions of merchants around the world who welcome our payment products. The Regional & Centralized Client Group (RCCG) sits within GMNS and is an Account Development team responsible for building unique experiences for merchants through effective client management, providing world-class merchant analytics, and offering marketing initiatives that connect our merchants with customers and products that can grow their business grow. The team also provides Merchants with a range of business tools like lending products, online program management support, and social media resources. The Centralized Merchant Team (CMT) team sits within the Regional and Centralized Client Group and is responsible for developing relationships with small Merchants. Merchant Specialist are tasked with growing business by driving merchant retention, increased billed volume growing merchant satisfaction, and driving welcomed acceptance for our cardmembers in a portfolio of approximately 400 strategic merchants.

How will you make an impact in this role?
Merchant Specialists are required to have a minimum number of high impact interactions or meeting. A meeting is considered a robust, high-quality conversation where we learn about our merchants with the goal of uncovering and closing the appropriate growth opportunity. Conversations are typically 9-20 minutes in length on average. This is a hybrid role of dedicated portfolio management with strategic portfolio saturation goals; however, CMT does not operate in a call center atmosphere. The Merchant Specialist?s success is measured by both the number of consultations and opportunities presented (profitability and growth), but also the quality of the consultations they have. This role will require you to secure merchant behavior changes with the goal of increasing American Express charge volume and driving growth on the account to meet high revenue targets.
Responsibilities include:

Making a high volume of outbound calls to existing client accounts, achieving a minimum number of high-quality consultations daily
Understand and effectively communicate the merchant value proposition to our clients
Deliver product solutions to clients via a minimum number of daily consultative conversations
Research and leverage relevant information on the merchant business using multiple sources of data including analytics and internal and external applications to build compelling conversations
Work across teams to achieve shared goals
Provide regular insights and takeaways to leadership and peers for continuous improvement
Document client interactions and update client record

Minimum Qualifications:

Prefer 2+ years successful business development, sales, account development and/or account management experience with a shown ability to drive top results required.
Prefer merchant / bankcard processing experience and/or knowledge
Account development and sales skills including negotiation, influencing, and teamwork skills are a must
Experience with gaining access to and talking to C-Level Executives and business owners (which include the CEO, CFO, and/or Controller)
A standout colleague with a strong will to succeed and a positive, resilient, and tenacious attitude
Comfortable with a high paced, ever-changing environment with multiple priorities
Ability to interpret financial information and use it optimally with the appropriate decision maker preferred.
Ability to deal with clients across all markets, industries and levels
Experience with Salesforce, Microsoft Excel, PowerPoint, Word, and Outlook is required
Merchant Services background preferred, but not required
Someone who can be innovative and looks for individuals who will drive transformation and change through creativity and problem solving
Personal discipline and the ability to self-motivate and self-start are key being successful in our space
Ability to lead their day efficiently and productively against their goals and put in extra time/hours when necessary to hit their monthly goals / targets and to exceed expectations

Will Not Provide Sponsorship:

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

Salary Range: $65,000 to $80,000+ annually + bonus + benefits The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors. American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. 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. US Job Seekers/Employees - Click here to view the ?Know Your Rights? poster and supplement and the Pay Transparency Policy Statement. If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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