Customer Payments Investigation Analyst - German Speaker

Non-considerations for sponsorship:

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

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company's global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

As a Customer Payment Investigations Analyst, you will investigate and resolve customer payment enquiries across multiple markets. This is a telephone-based role involving inbound and outbound calls, alongside the ownership and resolution of manually worked cases. You will analyse payment activity, communicate clear outcomes and take the appropriate action to deliver accurate and timely resolutions.
This role is ideal for someone who can balance customer conversations with detailed investigation work, manage competing priorities and adapt quickly to changing processes, volumes and market needs. You will be expected to maintain a strong focus on quality, accuracy and service while delivering a consistently positive customer experience.

• Manage customer payment investigations cases accurately and efficiently, using available systems and procedures to determine and follow up on appropriate resolutions.
• Handle inbound and outbound customer calls professionally, asking effective questions, explaining findings clearly and setting appropriate expectations.
• Own and progress manual investigation cases from receipt through resolution, maintaining complete and accurate case notes and escalating complex issues when required.
• Communicate clearly and promptly with customers, colleagues and internal partners to resolve enquiries, obtain information and provide a high-quality service experience.
• Balance telephone activity, manual casework and follow-up actions while meeting productivity, quality, service and control expectations.
• Support different markets according to business needs, adapting to local requirements, changing priorities and evolving procedures. Share observations and recurring payment issues to support continuous improvement in quality, service and operational efficiency.