Merchant Onboarding ANZ - Outbound Specialist

How will you make an impact in this role?

• Responsible for timely completion of terminal enablement response from bank partners.

• Servicing market is Australia and New Zealand only.

• Contact Merchants through an Outbound call to resolve the terminal enablement issues to increase the coverage and acceptance revenue.

• Analyzing merchant information thru multiple systems to identify next course of action in driving resolution.

• Build sustainable relationships and trust with merchant through open and interactive communication

• Strong attention to detail and resulted oriented to meet monthly goals and targets

• Ensuring strict adherence to our policies and procedures in relation to save the merchant account by re-onboarding them with American Express

• Follow communication procedures and policies

• Executing all tasks assigned by the team leader or manager diligently, on schedule, and to the highest standard.

• Identifies areas of enhancement/improvement with the operating procedures and workflow

• Maintaining good partnership with stakeholders to ensure urgent applications are action on timely manner

Minimum Qualifications:

• Customer focus. Demonstrated experience and ability to interact with customers.

• Good interpersonal and collaborative skills.

• Having good stakeholder management skills

• Good English, verbal and written.

• Able to deliver results in accordance with policy and procedure.

• Analytical and problem-solving skills with a growth mindset.

• Call center experience / experience in phone servicing is preferred

• Great multitasker and ability to manage multiple priorities.

• Proactive, flexible and an engaged team player.

• May require working on Public Holidays.

Compliance Language:
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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.

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. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.