Centralized Merchant Team Representative

2 weeks ago

Toronto, Canada Amex Full time

**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.

**Centralized Merchant Team Representative (English/French bilingual)**

Description
- American Express Canada is a company with a long history and a bright future. A Canadian employer since 1853, Amex has created a culture that nurtures extraordinary talent and turns careers into unparalleled experiences. A company where every employee is given the opportunity to learn, grow and excel, Amex is always on the lookout for driven, forward-thinking and creative people ready to take their career to the next level. So, if you share our passion for excellence, our dedication to great service and our excitement about innovation, there’s a world of opportunity waiting for you in a career with American Express Canada. _

Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants who welcome American Express-branded cards. Our goal is to be an indispensable payments partner of our merchant customers, while simultaneously delivering differentiated products and services that meet or exceed customer needs and drive revenue growth and premium economics for both our merchants and American Express.

The Centralized Merchant Team Representative sits within the GMS Canada Client Management team and is responsible for bringing value to small merchants through a trigger based reactive approach. Success is primarily measured on account retention and business expansion where possible, including number of locations accepting the Card and closed charge volume opportunities.

**Primary Responsibilities**
- Account Retention & Expansion- Develop and deepen merchant relationships via phone channels to retain and expand charge volume and revenue
- Maintain and grow active locations
- Improve merchant satisfaction measured through annual Net Promoter Score
- Manage merchant escalations to recover relationships and retain volume
- Support annual compliance and regulatory activities
- Best practice sharing and team support

**Requirements**:
- Experience in sales and/or client management roles (+2 years)
- Demonstrated sales and negotiation skills; excellent objection handling
- Strong verbal and written communication skills
- Strategic thinking, analytical and problem-solving capacity
- Strong organizational and time management skills, able to set priorities to achieve goals
- High level of business awareness and financial acumen including ability to understand key financial drivers and draw accurate conclusions from them
- Good understanding of American Express business and financial competitive and regulatory landscape.
- High level of determination and self-confidence, ability to work in groups and contribute to the team’s success.
- Bilingualism (English/ French) is required
- It’s an exciting time to join American Express Canada, where we dedicate extensive time, resources and effort to satisfying and surprising our customers. We make that same commitment to our employees, as well, striving to create an environment where people are respected, both personally and professionally. Be part of it._

****

**Représentant de l'équipe des commerçants centralisés (bilingue anglais/français)**

Description du poste
- American Express Canada est une entreprise qui a une longue histoire et un avenir prometteur._ _Employeur canadien depuis 1853, Amex a créé une culture qui nourrit des talents extraordinaires et transforme les carrières en expériences inégalées._ _Une entreprise où chaque employé a la possibilité d'apprendre, de se développer et d'exceller, Amex est toujours à la recherche de personnes motivées, avant-gardistes et créatives, prêtes à faire passer leur carrière au niveau supérieur._ _Si vous partagez notre passion pour l'excellence, notre souci d'offrir un service hors pair et notre enthousiasme pour l'innovation, une carrière au sein d'American Express Canada vous offrira de nombreuses possibilités._

Les Services aux commerçants, le réseau de m

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