AEE China CRM Contact Center Finance Time&Expense Analyst

Job description

Job Summary:

The CRM Contact Center Time&Expense Analyst is acting as the first layer contact for Accenture employees, onshore controllership and external vendors in the area of time entry and expense reimbursement. CRM Time&Expense analyst answers T&E policy and process related queries, assist employee with myTime&Expense tool functionality issue by utilizing deep T&E functional knowledge and excellent customer service skills.

Key Responsibilities:

· Interpret all T&E related policies and rules upon employee requests
· Answer T&E process queries, such as Missing Expense Envelope, myT&E functional support
· Guide employees through T&E processes
· Handle PPA error and Time Adjustment requests
· Liaison with tier two, tier three or other functions to solve problems and provide appropriate solutions
· Redirect non-relevant requests to responsible functions
· Assign Service Requests to the right function or individual
· Educate employees to utilize self service channel and to contact the right function
· Handle customer complain and control customer emotion, act as the first escalation point from end customers
· Share knowledge and contribute FAQ to CRM knowledge repository
· Continuously improve call handling skills, T&E process knowledge and system skills and soft skills
· Assist with SME and team lead on internal project initiatives as requested

Desired profile

Qualifications :

Knowledge and Skill Requirements:

·  Solid understanding of company policy and Time&Expense policies. Familiar with general finance principle and company practice.
·  Excellent customer service skills, Strong customer focus
·  Outstanding communication and interpersonal skills
·  Deep understanding of time and expense processes and relevant systems
·  Time management skills and proactive self-initiator
·  Demonstrated effective user of Service Now
·  Strong analytical skills and problem-solving skills
·  Demonstrated willingness to work in flat team structure

Systems / Tools

·  Service Now
·  SAP
·  myTime&Expense
·  myRequest
·  Sharepoint
·  MS office package

Relationships:

Reports to: AEE Dalian CRM Contact Center Lead

Supervises: N/A

External Relationships: Finance service providers – as appropriate

Qualifications:

Education: Finance, Accounting, Business or English

Work Experience: 2 years plus relevant experience in Finance, accounting or contact center environment is preferred

Work Requirements : The incumbent will be based at the AEE Dalian