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AEE China CRM Contact Center Finance Time&Expense Analyst

Job Location: Dalian

Regional Description: China

Job Number: 00626159


- 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

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 




Reports to:                                       AEE Dalian CRM Contact Center Lead

Supervises:                                      N/A

External Relationships:                     Finance service providers – as appropriate



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







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