Customer Payments Investigation Analyst - German Speaker
American Express · Madrid, Spain · hybrid
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.
- Fluency in German and Spanish, with strong verbal and written communication skills, is required.
- Additional European language skills would be an advantage.
- Strong analytical skills and attention to detail, with the ability to review payment information, identify discrepancies and reach accurate, evidence-based conclusions.
- Ability to work in a fast-paced, telephone-based operations environment and manage inbound calls, outbound follow-ups, manual cases and time-sensitive priorities.
- Confidence using multiple systems and data sources to investigate payments, document actions and manage case activity.
- Strong telephone and written communication skills, with the ability to explain payment-related information clearly, conduct sensitive customer conversations and document outcomes professionally.
- Proactive approach to learning and problem solving, with the flexibility to adapt quickly to frequent changes in processes, tools, volumes and market requirements.
- Ability to collaborate effectively with colleagues, Team Leaders and internal partners across different markets to support case resolution and operational delivery.
- Resilience and accountability, with the ability to remain focused during complex investigations, high call volumes, competing demands and changing priorities.
- A strong commitment to quality, accuracy and delivering an excellent customer service experience.
- Outstanding organisational and prioritisation skills, with the ability to switch effectively between customer calls, manual investigations and work for different markets while maintaining accurate records.
- Highly self-motivated and results-oriented, with the ability to work independently while remaining aligned with Team Leader guidance, customer service standards, quality expectations and business priorities. Previous experience in customer service, telephone servicing, payments or investigations would be an advantage.
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.