Card Support Specialist

Title: Card Support Specialist

Location: Charlotte, NC | REMOTE

Duration: 12+ Months

Position Description

• The Card Support Specialist reports to the Finance Shared Services (FSS) Customer Care Manager.
• The Card Administration department is responsible for supporting the corporate travel and procurement card programs. The team manages new card applications, card modifications, employee card terminations/transfers, and 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 related to the overall corporate and procurement card programs.
• Working as a team alongside the Card Administrators, the Card Support Specialist serves as the single point of contact for customers across an array of services. Responsibilities include responding to customer issues or questions, resolving problems in a timely manner, and performing administrative processes via phone, chat, and email.

Key Responsibilities

• Resolve travel and procurement card applications, modifications, and terminations in a timely and accurate manner while meeting defined service level agreements.
• Answer customer inquiries regarding the card program while providing a high level of quality and comprehensive customer service.
• Collect information from customers and perform moderately complex transactions.
• Retrieve answers using knowledge bases, websites, or financial systems.
• Document and track services in a case management system.
• Write notes and emails to complete service requests.
• File documents electronically.
• Work with team members to perform various tasks across the card program.
• Build relationships, partner, and collaborate with peers and the manager to answer more complex customer questions.

Skills Required

• Hands-on experience with M365 Applications, Internet Explorer, Teams, and Outlook.
• Basic experience with Dell and HP laptops and desktop computers.
• Previous experience with a corporate card program.
• Excellent written and verbal communication skills are a necessity.
• A college degree with no work experience considered.
• Customer service experience, which can include:
• Call center
• Service-oriented roles
• Retail customer service
• Medical office
• Financial services
• Bank teller
• IT Service Desk
• IT Help Desk

Experience Required

• Customer Service experience.
• Microsoft Office Suite.
• Remote troubleshooting.
• Smart Cards.
• Basic understanding of networking technologies and protocols, including IP addressing, DNS, DHCP, and VPN client configuration.
• Professional skills and the ability to work independently.
• Ability to anticipate problems and respond accordingly.
• Ability to articulate complex subject matter effectively based upon caller needs.
• Experience managing customers or clients.
• Familiarity with Accounts Payable, Travel and Expense, and IT.
• Experience with case management systems and knowledge base systems, including ServiceNow.
• Experience with 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 with the SAP Concur application.
• Corporate card program experience.
• Previous remote work experience.

Education Required

• High School Diploma or Bachelor's Degree.

Pay: $30.00 - $31.00 per hour

Expected hours: 40.0 per week

Work Location: Remote