Client Specialist

United States

Canada

Full time

J-85854

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Client Specialist

Purpose:

Operationalize client policies and support Client's day to day

administration need

• As required, educate and support DAR's/AR's in creation of accurate external performance reports.
• Attend targeted meetings with Clients as recommended by Client Managers.
• Provide creative monitoring techniques to achieve consistency against Client contracts.
• Implementation/ on boarding - To represent the implementation of new business and customer on boarding from a service delivery perspective.
• Partnering with CM/clients on escalations, assist with strategy, messaging, and research
• Monitoring CSI's in Travel Force
• Confirming CSI closures
• Managing customer service issue disputes with QSC
• Listening to calls
• Documenting and closing gaps through coaching and feedback to the travel counselors.
• Document changes and share client policy with team/ lead link and assist with the delivery of existing and new client policy training
• Request and validate Profile tool updates and changes
• Support RFPs, QBRs, retention efforts and SOW exceptions
• Analyze CSAT performance, identify actions and communicate results.
• Monitor Client's TSF - and if needed, interface with Operations Liaison and WFM on skilling /unskilling
• Monitor and respond to CSO email boxes as needed and if applicable
• Account contact in AMEXCO (bars/stars)

• Maintain tracking of former employee unused ticket credits for use with waivers and distribute to TCs.
• Manage and Support client soft dollar programs

• Document and close offline CSI's in Travel Force up to $500/$1000
• Process customer credits for CSIs and notify client of CSI outcome

• Keep PA SOW updated
• Accountable for discovery and qualification process of Sales Force PA vetting cases
• On-boarding new customers
• Maintaining client facing collateral
• Associated tech request (PCC bridging, group DK etc.)
• Arrival / Departing reporting via Trondent
• Capacity tracking Client / Planner calls
• Document and close offline CSI's in Travel Force up to $500/$1000
• Process customer credits for CSIs and notify client of CSI outcome

• Create job responsibilities for clients implementing DOE positions (i.e. nonrefundable ticket pool usage. Profile administration, etc.
• Maintain tracking of former employee unused ticket credits for use with waivers and distribute to TCs if required per contract.
• Manage and Support client soft dollar programs if required per contract

All accountabilities may not be valid for all markets/platforms

United States

The US national base salary range for this position is from

$60,200.00 - $

The national range provided includes the base salary that Amex GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance ()

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from…