Card Support Specialist/ Corporate Card Administrator (Remote)

Detroit Engineered Products; Charlotte (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

Detroit Engineered Products in Charlotte, NC, is seeking a Card Support Specialist within the Finance Shared Services team. You will be the single point of contact for internal and external stakeholders, handling travel and procurement card programs, from new applications to terminations, via phone, chat and email.

The role emphasizes high-quality customer service, accurate documentation, and collaboration with Card Administrators to resolve issues swiftly.

Qualifications

• Experience in customer service in finance or card programs
• Strong written and verbal communication required
• Familiarity with corporate card programs
• Proficient with Microsoft Office and remote support
• Experience with case management systems

Responsibilities

• Resolve card applications, modifications, and terminations timely per SLAs
• Respond to inquiries with high quality service via phone, chat, and email
• Collaborate with Card Administrators to handle complex questions
• Document interactions and maintain accurate records in the case management system

Skills

Customer service

Communication skills

MS Office

Remote troubleshooting

Card programs

Team collaboration

Attention to detail

Education

High School diploma or Bachelor's degree

Tools

ServiceNow

Concur

PeopleSoft

SAP Concur

Job description

The Card Support Specialist reports into the Finance Shared Services (FSS) Customer Care Manager. The Card Administration department is responsible for support the corporate travel and procurement card programs. The team is responsible for new card applications, card modifications, employee card terminations/transfers, and managing card delinquency. The Card Support Specialist is responsible for providing excellent, effective, and prompt customer support to internal and external stakeholders for services provided within Finance Shared Services. The department supports routine to complex questions and requests which support the overall corporate and procurement card programs. Working as a team, alongside the Card Administrators, the Card Support Specialist are the single point of contact for customers for an array of services. This includes responding to customer issues or questions, resolving problems in a timely manner, and performing administrative processes via phone, chat, and email.

Key Responsibilities

• Resolves travel and procurement card applications, modifications, and terminations timely and accurately meeting defined service level agreements
• Answers customer inquiries regarding the card program providing a high level of quality and comprehensive customer service by collecting information from the customer, performing moderately complex transactions, retrieving answers in a knowledge base, websites, or financial systems, documenting/tracking service in a case management system, writing notes and emails to complete service and filing documents electronically.
• Works with team members to perform various tasks across the card program.
• Creates relationships, partners, and collaborates with peers and manager to answer more complex customer questions.

Skills Required

• Hands-on experience with M365 Applications, Internet Explorer, Teams, and Outlook Basic experience with Dell & HP laptops and desktop computers,
• Previous experience with a corporate card program Excellent 'Written' and 'Verbal' communication skills a necessity. A college degree with no work experience considered.
• Customer service experience (can be call center, service oriented, retail customer service, medical office, financial services, bank tellers, IT Service Desk, IT Help Desk etc.).

Experience Required

• Customer Service experience, Microsoft Office suite, remote troubleshooting, Smart Cards Basic understanding of networking technologies and protocols such as IP addressing, DNS, DHCP, and VPN client configuration Professional skills and ability to work independently Anticipate problems and respond accordingly Articulate complex subject matter effectively based upon caller needs
• Experience managing customers or clients
• Familiarity with Accounts Payable, Travel and Expense and IT
• Case management systems and knowledge base systems required (Service Now) Enterprise-level financial systems PeopleSoft Enterprise Helpdesk Expense Management System or Concur experience
• Experience in a finance shared service or call center environment
• Experience Preferred Experience working SAP Concur application. Corporate card program experience. Previous remote work experience.
• Education Required HS or Bachelors