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?

The GNA Spain New Accounts team is migrating to Madrid and looking to setup a completely new team of GNA Spain CCPs. You will be led by a new Team Leader and be supported by a Lead CCP.  The New Accounts Team is an operational customer service team that handles inbound and outbound calls as well as back-office tasks in a blended environment following a consistent contact strategy and striving to penetrate all volumes at 100% daily and driving New Accounts Acquired for the business.

You will be responsible for processing new account applications in line with anti-money laundering regulations using a variety of strategies, tools, and systems. Taking ownership of your decisions whilst being adaptable analytically and focusing on attention to detail will be key in your success. Your tasks include a mix of front office and back-office servicing Consumer and Small Business prospects in Spain and tasks that can vary in nature each day.

Deliver world-class customer service, whilst responding to Customers inquiries and problems on inbound, outbound calls, emails, and system processing Support customers through the application journey as well as processing and analyzing the applications Complete Anti money laundering and risk verifications on new account applications Build meaningful relationships with our customers by offering custom solutions and to negotiate a positive outcome for the Customer and American Express Meet and exceed quality goals, compliance regulations and productivity targets Goal oriented and performance metric driven performer Navigate a computerized data entry system or other relevant applications Uphold the Data Protection and Privacy Act for our Customers Update systems accurately and efficiently – Identifying process gaps and raising issues to leadership Re-prioritize adapting to the ever-changing environment.

Minimum Qualifications

Fluent in Spanish and Intermediate English – written and oral skills Other European languages depending on market serviced Demonstrate personal excellence by remaining positive in difficult situations. Navigate multiple systems and digital tools to service our customers Multitasking and attention to detail essential KYC and KYB Knowledge within American Express is a big plus Exceptional Listening Skills Analytical, Critical and Forward Thinking Resilient and stress resistant Assertiveness

Preferred Qualifications

Other European languages a plus Experience with local market Anti-money laundering regulation. Natural relationship builder Confident and effective communicator Customer service experience in an operational environment is desirable Goal oriented and KPI driven performer Display a passion to serve by delivering outstanding service in every interaction with our customers The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis Strong interpersonal, communication and listening skills Strong verbal and written communication skills Assertiveness to handle difficult conversations Excellent negotiation, influencing and resourcefulness skills Proactive, analytical, and problem-solving skills with strong attention to detail Outstanding organizational skills Confidence to work in a virtual, multicultural environment Proven ability to deliver high productivity and quality work under minimum supervision

Non-considerations for sponsorship: Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.  

  

Considerations for sponsorship: Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions. 

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, onsite or virtual 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.