Merchant Relationship Specialist

4 weeks ago

Toronto, Ontario, Canada Amex Full time
About American Express

As a company with a long history, American Express Canada is dedicated to providing unparalleled experiences for its employees and customers. With a culture that nurtures extraordinary talent, we strive to create an environment where people are respected and valued.

Role Overview

The Merchant Relationship Specialist 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, including number of locations accepting the Card and closed charge volume opportunities.

Key Responsibilities
  • 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

To succeed in this role, you will need:

  • Experience in sales and/or client management roles (min 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.
What We Offer

At American Express Canada, we prioritize our colleagues' holistic well-being, offering benefits that support their physical, financial, and mental health throughout each stage of life. Our comprehensive package includes:

  • Competitive base salaries ($60,000 - $80,000 per annum, based on location)
  • Bonus incentives.
  • Support for financial-well-being and retirement.
  • Comprehensive medical, dental, vision, life insurance, and disability benefits.
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.
  • Generous paid parental leave policies.
  • Free access to global on-site wellness centers staffed with nurses and doctors.
  • Free and confidential counseling support through our Healthy Minds program.
  • Career development and training opportunities.

We are committed to providing an inclusive and accessible work environment where all people are treated with dignity and respect, regardless of Prohibited Grounds.

American Express Canada has a strong commitment to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, marital status, pregnancy, gender identity or expression, sexual orientation, citizenship, immigration status, military or veteran status, genetic predisposition, carrier status or any other characteristic protected by applicable law.

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