Manual Payment Agent

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026
4th in Great Place to Work's Best Company To Work For 2025

About the Team 

Global Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants around the world who welcome American Express-branded Cards. U.S. Merchant Acquisition and Sales Enablement (MASE) is an organization comprised of professionals dedicated to signing and enabling U.S. merchants for AXP Card acceptance. Merchant Acquisition and Sales Enablement team contributes billions in annual new charge volume to the U.S. merchant business, focused on driving growth in B2B spend by enabling our Global Commercial Services buyers to spend on to the AXP network.

Role Summary

The Manual Payment Agent will support invoice-backed virtual card payment execution for American Express clients and GCS buyers. This role is focused on accurate, timely completion of assigned manual payment cases by following documented procedures, supplier payment instructions, and required controls. The colleague will process payments, capture complete case notes, resolve routine payment barriers, and escalate exceptions with the right information when additional support is needed.

Minimum Qualifications

• Experience in customer service, servicing, operations, accounts payable, payment processing, call center support, financial operations, or a related environment.
• Strong attention to detail with the ability to accurately review payment, invoice, supplier, buyer, and account information before taking action.
• Ability to follow documented procedures, scripts, checklists, case requirements, and escalation paths in a production queue environment.
• Comfort navigating multiple systems, shared mailboxes, case queues, payment instructions, and reporting tools while maintaining accuracy and service level expectations.
• Clear written and verbal communication skills, including the ability to document actions taken, explain issues professionally, and ask for guidance when needed.
• Commitment to protecting confidential information and following data security, business conduct, compliance, and control requirements.

Preferred Qualifications

• Exposure to AP Automation, virtual card payments, supplier enablement, Proxy Pay, Pay4U, or manual payment processing.
• Experience using case management or payment systems such as CLIC, OneAP, Synaptic, PSP, MerchantForce, or similar tools.
• Familiarity with supplier payment methods, including portal payments, phone payments, emailed payment links, card authorization forms, and eFax submissions.
• Experience documenting case outcomes, resolving routine payment exceptions, or supporting payment-related customer and supplier inquiries.

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
• Work From Home Requirements:
  • Must have at least 25 mbps internet connection plan / speed
  • Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
   

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.

Key Responsibilities

• Execute invoice-backed virtual card payments for Manual Payments channel using approved remittance details, virtual card/token information, documented procedures, and supplier-approved payment methods.
• Verify critical payment details, including buyer, supplier, invoice number, payment amount, account number, supplier ID, and remittance requirements, to help reduce processing errors and misapplied payments.
• Maintain complete and accurate case documentation, including actions taken, supplier response, confirmation details, payment method, invoice information, required CLIC or payment-case fields, escalation reason, and final outcome.
• Use established procedures to resolve routine payment barriers such as invoice mismatches, invoice not found responses, authorization declines, outdated payment instructions, supplier non-response, missing account data, supplier fees, or supplier acceptance changes.
• Escalate unresolved or non-routine payment issues to the appropriate workbasket, team leader, SME, account owner, or escalation mailbox with concise notes outlining actions taken, current status, and information needed to move the case forward.
• Support supplier onboarding and vetting activities by completing assigned checklist steps to confirm payment paths, acceptance criteria, required data, transaction considerations, and manual payment eligibility requirements.
• Consistently meet quality, compliance, data protection, and operational control expectations while collaborating professionally with teammates, internal partners, and supplier contacts to support timely resolution of assigned cases.