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.

This role may be subject to additional background verification checks.

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.

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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 marchands d'American Express, établissent et entretiennent des relations avec des millions de marchands qui acceptent les cartes de la marque American Express. Notre objectif est d'être un partenaire de paiement indispensable pour nos marchands, tout en offrant des produits et des services différenciés qui répondent aux besoins des clients, voire les dépassent, et qui favorisent la croissance des revenus et les avantages économiques pour nos marchands et American Express.

Le représentant de l'équipe centralisée des commerçants fait partie de l'équipe de gestion de la clientèle de GMS Canada et est chargé d'apporter de la valeur aux petits commerçants par le biais d'une approche réactive basée sur les déclencheurs. Le succès est principalement mesuré en fonction de la conservation des comptes et de l'expansion des affaires dans la mesure du possible, y compris le nombre d'emplacements acceptant la carte et les occasions de volume d'opérations fermées.

Ce poste peut faire l'objet de vérifications supplémentaires des antécédents.

Principales responsabilités

• Fidélisation et expansion des comptes

• • Développer et approfondir les relations avec les commerçants par le biais de canaux téléphoniques afin de conserver et d'accroître le volume de transactions et le chiffre d'affaires.
  
  
  • Maintenir et développer les sites actifs
  
  
  • Améliorer la satisfaction des commerçants, mesurée par le Net Promoter Score annuel
  
  
  • Gérer les escalades des commerçants afin de rétablir les relations et de conserver le volume.
  
  
• Soutenir les activités annuelles de conformité et de réglementation


• Partage des meilleures pratiques et soutien à l'équipe

Exigences :

• Expérience dans la vente et/ou la gestion de clientèle (+2 ans)


• Compétences démontrées en matière de vente et de négociation ; excellente gestion des objections


• Solides compétences en communication orale et écrite


• Pensée stratégique, capacité d'analyse et de résolution de problèmes


• Solides compétences en matière d'organisation et de gestion du temps, capacité à fixer des priorités pour atteindre les objectifs.


• Sens aigu des affaires et des finances, notamment capacité à comprendre les principaux facteurs financiers et à en tirer des conclusions précises.


• Bonne compréhension des activités d'American Express et du paysage concurrentiel et réglementaire dans le domaine financier.


• Grande détermination et confiance en soi, capacité à travailler en groupe et à contribuer au succès de l'équipe.


• Le bilinguisme (anglais/français) est exigé.

Nous consacrons beaucoup de temps, de ressources et d'efforts à satisfaire et à surprendre nos clients. Nous prenons le même engagement envers nos employés et nous nous efforçons de créer un environnement où les gens sont respectés, tant sur le plan personnel que professionnel. Soyez de la partie.

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, 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

American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”). If you have a disability and need accommodation, please speak with the Recruiter for more information.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.