Global Payment Investigations Analyst (German & Spanish)

American Express Company; Madrid; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Medical benefits

Flexible work model

Parental leave

Wellness centers

Job summary

American Express Company in Madrid is seeking a Customer Payment Investigations Analyst to investigate and resolve customer payment inquiries across markets. This telephone-based role involves inbound and outbound calls, with ownership of manually worked cases and accurate case notes.

You will balance fast-paced investigations with quality service, using multiple systems to reach evidence-based conclusions.

Qualifications

• Fluency in German and Spanish required; strong written and verbal skills.
• Analytical mindset with attention to detail and data review.
• Ability to work in a fast-paced telephone-based environment and manage multiple priorities.
• Experience in payments or investigations is advantageous.

Responsibilities

• Investigate and resolve customer payment inquiries across markets.
• Handle inbound and outbound calls and manage manual cases with accurate notes.
• Own and progress manual investigation cases from receipt to resolution.
• Communicate findings clearly to customers and internal partners.
• Balance calls, manual investigations and follow-ups meeting quality and productivity targets.
• Adapt to local requirements and evolving procedures across markets.

Skills

German fluency

Spanish fluency

Analytical skills

Communication skills

Time management

Job description

American Express Company in Madrid is seeking a Customer Payment Investigations Analyst to investigate and resolve customer payment inquiries across markets. This telephone-based role involves inbound and outbound calls, with ownership of manually worked cases and accurate case notes.

You will balance fast-paced investigations with quality service, using multiple systems to reach evidence-based conclusions.