Global Merchant & Partner Technical Servicing Analyst

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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

This role is responsible for troubleshooting and driving resolution to escalated point of sale production issues impacting users of Amex products and processes for Global markets (US/CAN, EMEA, LAC & APAC). This position maintains strong relationships amongst various key internal business partner groups to ensure POS servicing is supported effectively. To be successful in this position the successful candidate will need to have a passion for customer experience and a strong ability to pro-actively identify improvement opportunities across the Merchant Services organization.  

This position resides in the Merchant Technical Servicing team based in Malaysia.

Responsibilities include:

• Partner with Amex Technologies in providing information to support/facilitate IMR resolution.


• Direct customer level engagement & troubleshooting.


• Driving improvements across VOCM dimensions relating to inbound POS calls.


• Deliver POS training/refresher sessions to new hires and existing CCP population.


• Ensure all POS servicing documentation is accurate and up to date.


• Work with product vendors & managers on resolving issues to address the defects and issues raised in the production environment striving for reductions in cost and improvements in customer satisfaction.


• Support resolution of issues impacting Batch Authorizations, GAN Profiles/Direct & Vendor set up processing.


• Pro-actively look for problems and solutions before merchants are impacted.


• Document, communicate, resolve and/or escalate processing anomalies to internal business partners.
  

Requirements:

• Strong Internal/External customer relationship management experience.


• Strong Customer Service skills using effective written, verbal/telephone and interpersonal communications.


• Experience around creating and reporting process related metrics.


• Capability of thought and idea contribution/sharing in an open working environment.


• Power user level PC skills for Excel, Access, PowerPoint, Word and Visio.


• Excellent organization, time management and multitasking skills


• Team Player


• Flexibility and easily adaptable to ever changing requirements to support our business and processing environment.


• Ability to work autonomously to drive results.


• Merchant servicing knowledge will be an added advantage


• Ability to work rotating shifts

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 


• Bonus incentives 


• Support for financial-well-being and retirement 


• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 


• Flexible working model with hybrid or onsite arrangements depending on role and business need 


• Generous paid parental leave policies (depending on your location) 


• 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

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