American Express Careers

Rep - Account Management

Phoenix, Arizona
Client Management & Sales

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Job Description

Small merchants play a critical role in the strength of our economy and American Express has a history of being an advocate for small merchants. By providing visibility, marketing, and developing signature programs such as our year-round Shop Small program and Small Business Saturday, American Express has helped get more customers to their shops. The U.S. Small Merchants organization is responsible for building unique experiences for merchants through third-party acquiring partnerships, effective client management and account development, world-class analytics, promotions, and marketing initiatives. The Centralized Merchant team (CMT) is dedicated to helping small merchants succeed and grow by providing them with education and a range of tools and resources such as lending products, online resources, digital promotions, social media tools as along with advocacy and support. Day to day, CMT collectively develops each account through rigorous growth initiatives that manages, retains, and drives profitable revenue within a large / targeted portfolio merchants via outbound phone calls. CMT is supported by a dedicated analytics team that strategically determines which clients to call, when to call them, and guides what specific message is appropriate to discuss with them on a daily basis.
Merchant Specialists are required to have a minimum number of consultative conversations with our merchants daily, regardless of the number outbound call attempts. A consultation is considered a robust, high quality conversation where we learn about our merchants with the goal of uncovering and closing the appropriate growth opportunity. Conversations are typically 9-20 minutes in length on average. This is a production type role in a heavy outbound calling environment; however, CMT does not operate in a call center atmosphere. The Merchant Specialist’s success is measured by both the number of consultations and opportunities presented (profitability and growth), but also the quality of the consultations they have. This role will require you to secure merchant behavior changes with the goal of increasing American Express charge volume and driving growth on the account to meet high revenue targets. This position is located on-site at the American Express Desert Ridge facility in north Phoenix at 56th Street and the 101. 

Job Responsibilities:
  • Making a high volume of outbound calls to existing client accounts, achieving a minimum number of high quality consultations daily
  • Understand and effectively communicate the merchant value proposition to our clients
  • Deliver product solutions to clients via a minimum number of daily consultative conversations
  • Research and leverage relevant information on the merchant business using multiple sources of data including analytics and internal and external applications to create compelling conversations
  • Work collaboratively across teams to achieve shared goals
  • Provide regular insights and learnings to leadership and peers for continuous improvement
  • Document client interactions and update client records
Highlight of Company Benefits:

American Express is a fortune 100 company that offers a comprehensive and exceptional, award-winning suite of benefits. Benefits at American Express are designed to help our employees live healthy, save for the future, and maintain a work life fit that’s right for you – at every stage of our employees’ lives. Benefits at American Express include but not limited to the following:
  • Health and insurance benefits, many of which are effective on day one of employment
  • Retirement and savings plan
  • Employee discounts
  • Other great place to work benefits including but not limited to tuition reimbursement and healthy living wellness programs 


Required Skills/Qualifications:

Important: After completing and submitting your application, you will receive a link to an assessment that you must complete in order to be considered for this position. The link will be sent to the email address that you provided (Please also check your spam/junk folders).
  • Prefer 2+ years successful business development, sales, account development and/or account management experience with a proven ability to drive top results
  • Prefer merchant / bankcard processing experience and/or knowledge
  • Account development and sales skills including negotiation, influencing, and collaboration skills are a must
  • Experience with gaining access to and interfacing with C-Level Executives and business owners (which include the CEO, CFO, and/or Controller)
  • A team player with a strong will to succeed and a positive, resilient, and tenacious attitude
  • Comfortable with a high paced, ever-changing environment with multiple priorities
  • Ability to interpret financial information and use it effectively with the appropriate decision maker
  • Ability to deal with clients across all markets, industries and levels
  • Possesses a strong personal drive to lean into discomfort to grow and improve their skillset
  • Experience with Salesforce, Microsoft Excel, PowerPoint, Word, and Outlook is required
  • Merchant Services background preferred, but not required
  • Someone who has the ability to be innovative and looks for individuals who will drive transformation and change through creativity and problem solving
  • Personal discipline and the ability to self-motivate and self-start are key being successful in our space
  • Ability to manage their day efficiently and productively against their goals and put in extra time/hours when necessary to hit their monthly goals / targets and to exceed expectations
Preferred Additional:
  • Salaried position with guaranteed base pay
  • Opportunity to earn generous quarterly performance based incentives
  • Development opportunities including special assignments and a long term development program.
  • Mentoring opportunities
  • Team Recognition for monthly performance, quarterly winners, offsite team building activities and various contests/additional incentives
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Why American Express?

There’s a difference between having a job and making a difference.


American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.


We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.


Because we believe that the best way to back our customers is to back our people.


The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

ReqID: 18015686
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 9, 2018, 8:22:46 PM
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