Customer Care Pro- One AP Sweeps

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. 
• Technical aptitude to learn and navigate complex Business to Business (B2B) payment platforms.
• Knowledge of Accounts Payable Automation.
• 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

• 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.