Job Description

What's a career like at BAE Systems? Remarkable!

BAE Systems seeks a Finance Customer Care Representative to support our team in the Charlotte, NC Metro. This position does not offer relocation. (Hybrid position does not mean Remote 100%) This position requires onsite training for 8-10 weeks and then you will be HYBRID "onsite & remote".

The Customer Care Representative reports into the Finance Shared Services (FSS) Customer Care Supervisor. The Finance Customer Care department serves as the primary contact for employee s and vendor s service needs, questions or issues as they relate to Finance, Travel, Expense Management, Card Administration, and Accounts Payable. The Customer Care Representative is responsible for providing excellent, effective and prompt customer support to internal and external stakeholders for services provided within Enterprise Shared Services. The department supports routine to complex questions and requests which support the Enterprise Shared Services. Working as a team, Customer Care Representatives are the single point of contact for customers for an array of services. This includes responding to customer issues or questions, resolving problems in a timely manner, and performing administrative processes via phone, chat, and email. The position is responsible for answering inquiries, performing routine program administration, and managing routine data/records.

• Answers customer or vendor inquiries and accesses information from multiple sources using numerous computer programs. Fields and receives customer inquiries for basic to complex administrative issues and questions;

• Provides a high level of quality and comprehensive customer care services by collecting information from the customer or vendor, performing moderately complex transactions, retrieving answers in a knowledge base, websites, or financial systems, documenting/tracking service in a case management system, writing notes and emails to complete service, and filing documents electronically;

• Works as a team member performing various tasks across Accounts Payable, and Travel and Expense. Creates cases for handling and escalates cases to other provider groups, as needed;

• Creates relationships, partners and collaborates with peers, supervisors and higher-level service center personnel to answer more complex client questions.

Required Education, Experience, & Skills

• High School Diploma and 1 year work experience or equivalent experience;

• A college degree with no work experience considered;

• Hands-on experience with MS Office 2010 Applications, Microsoft Edge and Outlook;

• Excellent 'Written' and 'Verbal' communication skills a necessity;

• Customer service experience (can be call center, service oriented, retail customer service, medical office, financial services, bank tellers, IT Service Desk, IT Help Desk etc.);

• Must display empathy and positive interpersonal skills;

• Must demonstrate professionalism;

• Positive attitude with a can do and will do mentality;

• Must convey friendliness and responsibility to clients, employees and colleagues;

• Creative problem solver within a regulated environment;

• Results driven for the best customer care;

• Total commitment to clients;

• Ability to have fun in a team environment.

Preferred Education, Experience, & Skills

• 2 years of relevant experience;

• Customer Service experience, Microsoft Office suite, ServiceNow System;

• Bilingual Fluency in English and Spanish (written and verbal);

• Professional skills and ability to work independently;

• Anticipate problems and respond accordingly;

• Articulate complex subject matter effectively based upon caller needs;

• Experience managing customers or clients;

• Familiarity with Accounts Payable and Travel and Expense;

• Case management systems and knowledge base systems required (Service Now);

• Enterprise-level financial systems;

• Expense Management System or Concur experience;

• Work history with financial systems including Oracle Financials or Deltek Cost Point;

• Experience in a finance shared service or call center environment preferred.

Pay Information

Full-Time Salary Range: $36200 - $57900

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20 hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

Finance Customer Care Rep II

100930BR

EEO Career Site Equal Opportunity Employer. Minorities . females . veterans . individuals with disabilities . sexual orientation . gender identity . gender expression