Account Management Representative

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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.

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.


  • 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.

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: 19015962
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 3, 2019, 4:31:17 PM