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Account Support Analyst

3 months ago

Brighton, Brighton and Hove, United Kingdom American Express Full time
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.

The Global Client Group (GCG) sits within Global Merchant and Network Services (GMNS) and serves American Express' largest and most complex global merchants, across retail, online and travel-related industries. Our vision is to be the indispensable partner of choice for our merchant customers to facilitate global commerce. Our mission is to b e essential to our top merchants through deep relationships driving meaningful value and growth that help them succeed.

As an Account Support Analyst in GCG, reporting to the Business Manager, Global Client Group you will be responsible for assisting the client managers (CLMs) with analytics, compliance, and servicing tasks. This will include maintaining accurate hierarchies across a portfolio of accounts, data driven reporting and insights, supporting presentations to internal and external customers, handling customer enquiries and OREs and owning ad-hoc projects in analytics, automation and compliance.

You will play a key role in supporting the team to deliver business goals including growing existing relationships, driving new business, managing our discount rates, driving the overall satisfaction of the merchant and ensuring all compliance requirements are adhered to.

This is an excellent opportunity for a self-motivated individual who is interested in further developing their analytical and problem-solving skills while working with some of the world's leading companies in an environment where innovation is highly valued and encouraged.

Key Responsibilities:

  • GCG account hierarchy maintenance
  • Produce a range of reporting, highlighting accounts' business performance, which can be used both internally and externally at customer meetings
  • Own tracking of metrics that drive business goals and objectives, working with CLMS and business partners to collate data
  • Liaise with GNS partners to source required information to support the management of the accounts on a global basis
  • Act as a main contact point with Premium Servicing and engage with colleagues supporting GCG accounts, ensuring that a good working relationship is maintained
  • Collaborate and share best practices with other GCG EMEA analysts as well as US & APAC counterparts to ensure global consistency
  • Own ad-hoc projects where appropriate, e.g. KYC, 6050W, OREs, creating new reporting
  • Partner closely with CLMs and Directors to provide support
Required Qualifications:
  • Advanced knowledge of Excel (e.g. VBA and Power Pivot)
  • Self-motivated and keen to learn new skills
  • Good written and verbal communication skills
  • Confident manipulating and interpreting large datasets
  • Good team player with strong collaboration skills
  • Ability to multi-task and capable problem solver
Desirable Qualifications

  • SQL and/or Python
  • Knowledge of the following Amex systems: Genesis, GMAR (MARC), Tableau, Cornerstone and Salesforce
  • Experience using Redirect (ECR) tools
  • Experience of working in a regulated environment with the need for rigorous compliance
  • Good understanding of building & maintaining global merchant hierarchies
  • Experience working across an international team
  • Demonstrated project management skills
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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.