Job Description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this 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?

AP Automation provides a suite of B2B payment solutions to support the needs of all commercial client segments, from Small Businesses to Large and Global clients. The AP Automation Servicing Team provides premier servicing for a variety of B2B customers including Buyers, Suppliers and Internal AXP Account Representatives. This is an exciting opportunity to become part of this growing business where you will learn about B2B products and partner solutions.

In this role you will be responsible for handling customer service inquiries and issues, via telephone and email channels, in addition making outbound calls and supporting backend processes.

• Deliver superior and efficient customer service in a fast-paced and dynamic environment.
• Support and resolve a variety of customer inquiries pertaining to AP Automation partner platforms and payment types (e.g., virtual/token, ACH, and check payments).
• Service inbound customer calls and email inquiries to identify and deliver the appropriate resolution to the customer’s inquiry or issue.
• Make outbound calls to gather additional information as needed to complete enrollments, profile changes, outstanding payments, and/or other transactions that require proactive customer communication.
• Perform various back-office tasks as needed.
• Create incident tickets to report and escalate more complex and high priority systems issues that require research and resolution from technology partners.
• Interact with internal partners within Corporate Card Servicing, Merchant Servicing and Technologies.
• Document and track case and account information according to established policies and procedures.
• Internal partners within Corporate Card Servicing, Merchant Servicing and Technologies.

Minimum Qualifications

• 1+ year proven analytical and decision-making skills.
• 1+ year of Customer Service/Client Services experience.
• Knowledge of vPayment or Digital Payments.
• Knowledge of Accounts Payable Automation.
• Technical aptitude to learn and navigate complex Business to Business (B2B) payment platforms.
• Document and track case and account information according to established policies and procedures.
• Adhere to all Regulatory, Compliance and performance guidelines related to servicing practices.
• Strong PC proficiency skills including Microsoft Excel.

Preferred Qualifications

• Document and track case and account information according to established policies and procedures.

• Adhere to all Regulatory, Compliance and performance guidelines related to servicing practices.

• Strong PC proficiency skills including Microsoft Excel.

• Superior customer service experience and skills.

• Excellent written and oral communication skills.

• Ability to manage multiple simultaneous requests.

• Must be comfortable navigating and operating with multiple display screens at once.

• Ability to learn and utilize multiple systems simultaneously to successfully service customer requests.

• Ability to look at problem or request and identify deeper underlying issues.

• Strong time management skills.

• Ability to work autonomously, as well as part of a team.

Salary Range: $20.00 to $33.65 hourly + bonus + benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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

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