Business Travel Account Analyst

American Express; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

American Express is seeking a client-focused professional dedicated to managing overdue accounts and ensuring outstanding service delivery. In this role, you will engage with clients to address inquiries and assist in the reconciliation process while cultivating strong relationships. Comprehensive benefits including a competitive salary and flexible work options support your overall well-being.

Benefits

Competitive base salary

Bonus incentives

Comprehensive medical, dental, vision, life insurance

Flexible work model with hybrid or onsite options

Generous paid parental leave

Access to global wellness centers

Confidential counseling through Healthy Minds

Career development and training opportunities

Qualifications

• Proficiency in Cantonese required.
• Experience in customer service highly valued.
• Knowledge in reconciliation processes beneficial.

Responsibilities

• Contact clients with overdue accounts to secure settlements.
• Ensure all clients receive excellent service.
• Monitor workflows to meet service standards.
• Develop subject matter expertise in service delivery.

Skills

Cantonese

Customer Service

Relationship Management

Communication

Reconciliation Processes

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?

This role involves contacting clients with overdue accounts to secure settlement and conducting preventive work to avoid future overdues with high-exposure accounts.

• Ensure all Commercial Clients receive excellent service from the Global Servicing Network, handling organizational/client inquiries regarding BTA products and services for the Singapore and Hong Kong markets.
• Liaise with clients via phone and email to deliver exceptional service, embracing the servicing ethos of Relationship Care.
• Monitor and prioritize workflows to meet targets and service standards.
• Build expertise in reconciliation processes and payments, conducting ongoing training with clients.
• Maintain regular contact via email/phone to ensure clients understand the reconciliation process and payments are arranged on time.
• Follow up and re-educate clients who are late in submitting payments.
• Develop subject matter expertise and proactively engage in service delivery to enhance knowledge.
• Respond promptly to customer queries across Amex business units and develop relationship networks for long-term client benefit.
• Escalate relevant relationship issues to Senior and Team Leaders.
• Always observe privacy laws when dealing with customers.
• Meet set targets for aging, quality, and productivity.
• Proficiency in Cantonese is required.

We support your well-being with benefits that help you perform at your best, including physical, financial, and mental health support, and flexible working arrangements:

• Competitive base salary
• Bonus incentives
• Support for financial well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (location-dependent)
• Flexible work model with hybrid or onsite options
• Generous paid parental leave (location-dependent)
• Access to global wellness centers with medical staff (location-dependent)
• Confidential counseling through Healthy Minds
• Career development and training opportunities

Offer of employment is contingent upon successful background verification, in accordance with applicable laws and regulations.