Merchant Outreach Specialist

Job Description

At American Express, our culture is built on a 175-year history of innovation, and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role

Global Merchant and Network Services (GMNS) is the merchant network of American Express which acquires and maintains relationships with millions of merchants around the world that welcome American Express cards.

We are looking for a motivated, detailed orientated and customer-focused professional to join our phone-based Merchant Outreach team in Kuala Lumpur. In this role, you will play a key part in supporting American Express's merchant network across Australia and New Zealand. You will engage merchants through proactive and meaningful outreach, helping to enhance the overall health and quality of our merchant network.

As part of the Risk Management Business Operations team, you will collaborate closely with internal partners across the enterprise to deliver high-quality merchant remediation and engagement initiatives that support business integrity and compliance objectives.

Key Activities Include:

• Make outbound calls in English to existing American Express merchants across Australia and New Zealand.

• Lead merchants through structured outreach activities to remediate, validate, or update key business information or account details as required.

• Conduct outreach to address identified issues, gather missing information, or support operational and compliance-driven initiatives.

• Follow established scripts, procedures, and workflows to ensure consistency, quality, and compliance in every interaction.

• Accurately record all merchant interactions, outcomes, and updates in accordance with internal systems and reporting standards.

• Escalate complex cases, exceptions, or potential risks to the appropriate internal teams for further action.

• Adhere to all applicable risk management, regulatory, and compliance guidelines.

• Meet or exceed established productivity, accuracy, and quality performance targets.

Minimum Qualifications:

• Advanced English - both verbal and written.

• Demonstrated attention to detail and commitment to process excellence.

• Prior knowledge or experience in financial services, risk operations, or the ANZ market is a plus.

• Strong communication and active listening skills, with the ability to convey information clearly and professionally.

• Proven problem-solving and analytical skills with sound judgment in managing merchant interactions.

• Team player with the ability to work collaboratively and contribute to team success.

• Self-motivated, reliable, and results-oriented with a strong sense of accountability.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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 or onsite 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.