American Express Careers

Business Analyst- Global Merchant & Network Servicing

Phoenix, Arizona
Operations Risk Management

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Job Description

Our Global Merchant Technical Consulting team has an opportunity for an individual who will be responsible for merchant issue escalation research, analysis and consultation. The successful candidate will be working with relationship, business and technical management teams to collaborate on overall submission, authorization and payment issues, as well as determining system/network solutions to ensure prompt and long term internal and external customer satisfaction. An additional component of the Technical Analyst role will include development of processes and tools used to support the customer base.


Candidacy will be considered for applicants with potentially some or all of these accountabilities:

• Technical savvy
• Customer service experience
• Relationship oriented
• Analytical
• Project management knowledge or experience
• Self starter
• Quick learner
Key job functionality includes:

• Core focus for issue analysis, resolution and consultation involving merchant processing on the American Express Network including authorizations, submissions, payments, reconciliation, disputes and statements

• Raise, escalate and manage issues to appropriate support teams to ensure timely resolution

• Perform analysis reporting of case work and disruption issue incidents, impacts, gaps and trends

• Build and foster relationships with Business and Technology Partners in order to execute on agreed goals and initiatives

• Identify and escalate improvement opportunities to Business and Technology process owners 


• 1-3 years of merchant network experience solving process and/or payment issues, network disruption support, and/or technical process support experience; or any similar combination of education and experience

• Previous knowledge or experience regarding submission, authorization and payment processes and an appreciation of business system capabilities

• Ability to learn and understand file specifications related to merchant processing

• Strong interpersonal/relationship management skills and problem solving     ability

• Proven record of providing excellent internal and external customer service

• Strong verbal/written communication skills

• Background of proactively seeking opportunities for process improvement

• Demonstrates self-motivation, detail-oriented, organized, analytical, technical oriented and possess advanced computer skills

• Record of driving results with strong quantitative skills

• Excellent MS Office skills preferred

• College degree and/or equivalent preferred

Any knowledge or experience with any of these systems would be an advantage:

•Cornerstone - MicroStrategies

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19000179
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 8, 2019, 12:41:13 PM
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