Service Delivery Analyst - Global Payment Network (Spanish Required)

You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join Team Amex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague share in the company’s success.

Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And we’ll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.

Join #TeamAmex and let’s lead the way together.

How will you make an impact in this role?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

• Accountable to team for completing assigned tasks and deliverables as agreed upon
• Identify, escalate and actively work with colleagues throughout the company to support the resolution of issues including but not limited to authorization connectivity and file transfer.
• The successful candidate will have the ability to adapt to ever-changing processing requirements and tools.
• Monitor, document and track daily processing in accordance with established SLAs.
• The candidate will act in a support role which may include highlighting issues, researching cause/effect, and solutioning opportunities for improvement or control.
• This position will be responsible for ensuring the communication of issues and solutions to all levels of management, business partners and technical support.
• Accountable to customers (internal and external) to resolve their technical issues
• Accountable to team for delivery of quality work
• In-depth support for our established processing requirements. Proficiency in using multiple systems, tools and platforms to support all regions including U.S., Canada, Latin America, EMEA and JAPA.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology of #TeamAmex.

Qualifications

• The successful candidate is expected to take the lead in resolving BAU processing requirements. To accomplish this, the candidate must have demonstrated proficiency in the major systems and processes we support: Transaction Authorizations, NeMo, GAN/GIG, Network, Clearing and Settlement, SPLUNK, CAS, ServiceNow, and SFT.
• REQUIRED to have English and Spanish Speaker
• Excellent soft skills including: Listening, Self-Control, Positivity, Assertiveness, Conflict Resolution, Empathy, Depersonalization & Taking Responsibility
• The candidate must have demonstrated analytical skills, troubleshooting, and the ability to quickly grasp process/data/accounting/transaction flows and understand downstream effects.
• Ability to demonstrate professional and courteous oral and written communication skills is required.
• The successful candidate must have strong organizational skills, the ability to prioritize urgent tasks, demonstrated attention to detail, and the ability to thrive in a dynamic environment under minimal supervision within the framework of a team.
• The candidate will be a resource for incident solutioning and will be effective in providing root cause analysis to support the reduction of repetitive incident creation.
• Preferred degree in Computer Science, Network, Finance or related field
• Preferred 5-10 years of applicable experience.
• The candidate needs strong people relationship skills and the ability to influence without authority.
• Experience with business processes or operations around authorizations & file transfers

Salary Range: $70,000.00 to $135,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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