Finance Customer Care Rep II

About the role

BAE Systems seeks a Finance Customer Care Representative to support the team in the Charlotte, NC Metro area. This hybrid position requires 8‑10 weeks of onsite training, after which the role will be a mix of onsite and remote work (not 100% remote). The representative reports to the Finance Shared Services (FSS) Customer Care Supervisor and serves as the primary contact for employee and vendor service needs related to Finance, Travel, Expense Management, Card Administration, and Accounts Payable. Responsibilities include providing excellent, prompt customer support via phone, chat, and email, answering inquiries, performing routine program administration, managing data/records, and collaborating with team members across Accounts Payable and Travel and Expense.

Responsibilities

• Answer customer or vendor inquiries and access information from multiple sources using various computer programs.
• Field and receive inquiries for basic to complex administrative issues and questions.
• Provide high‑quality, comprehensive customer care by collecting information, performing moderately complex transactions, retrieving answers from knowledge bases, websites, or financial systems, documenting/tracking service in a case management system, writing notes and emails, and filing documents electronically.
• Work as a team member performing tasks across Accounts Payable and Travel and Expense.
• Create cases for handling and escalate cases to other provider groups as needed.
• Build relationships, partner, and collaborate with peers, supervisors, and higher‑level service center personnel to answer complex client questions.

Requirements

• High School Diploma and 1 year of work experience, or equivalent experience; a college degree with no work experience is also considered.
• Hands‑on experience with MS Office 2010 applications, Microsoft Edge, and Outlook.
• Excellent written and verbal communication skills.
• Customer service experience (call center, service‑oriented, retail, medical office, financial services, bank tellers, IT Service Desk, IT Help Desk, etc.).
• Display empathy and positive interpersonal skills.
• Demonstrate professionalism.
• Maintain a positive attitude with a “can do” and “will do” mentality.
• 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.

Qualifications

• 2 years of relevant experience preferred.
• Customer service experience, proficiency with Microsoft Office suite, and familiarity with ServiceNow System.
• Bilingual – fluency in English and Spanish (written and verbal).
• Professional skills and ability to work independently.
• Ability to anticipate problems and respond accordingly.
• Articulate complex subject matter effectively based on caller needs.
• Experience managing customers or clients.
• Familiarity with Accounts Payable and Travel and Expense.
• Experience with case management and knowledge base systems (ServiceNow).
• Knowledge of enterprise‑level financial systems.
• Experience with expense management systems or Concur.
• Work history with financial systems such as Oracle Financials or Deltek Cost Point.
• Experience in a finance shared service or call center environment preferred.

Benefits

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; life and accident insurance; an employee assistance program; a legal plan; and discounts on home, auto, and pet insurance. Leave programs include paid time off, paid holidays, paid parental leave, military leave, bereavement leave, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non‑monetary recognition awards, and other incentives may be available based on position level or job specifics.

Pay

Full‑Time Salary Range: $38,041 – $60,865. Individual salaries are determined by factors including business considerations, local market conditions, internal equity, and candidate qualifications such as skills, education, and experience.

Schedule

This is a hybrid position: it requires 8‑10 weeks of onsite training, after which the role will be a combination of onsite and remote work (not 100% remote).