As the Program Administrator, your role is to manage the day-to-day running of your Company's Corporate Card Account, including:
Being the daily contact point between your Company and American Express
Checking and submitting new Card applications
Transferring or cancelling Cards
Reconciliation and payment of statements if centrally managed
Program maintenance including Cardmember changes and reporting
As Program Administrator you will be the Central Card Distribution recipient, and new Cards will be sent to your staff via you.
You are required to nominate contacts from your Company to be the liaison points with American Express and to fulfil tasks required to manage your Company's Account. These contacts were established when your Corporate Agreement form was completed. The roles of these contacts are outlined below.
Authorised Signatory / Decision Maker
The Authorised Signatory is able to make decisions on behalf of your Company and approve changes to your Account. These changes may include adding Cardmembers or changing your Company contacts. This authorisation is required to maintain the security and privacy of your Corporate Card Account. This role is typically filled by someone in your Company who:
Has ownership over the Corporate Card program
Has the authority to approve decisions on behalf of the Company
May have made the decision to implement the Corporate Card program
Usually has the title of Financial Controller, Chief Financial Officer, Managing Director, Partner, Accounts Payable Manager or General Manager
The Authorised Signatory may also be referred to as the Decision Maker
To protect your Cardmembers from fraud, Cards should be signed by Cardmembers immediately upon receipt and kept in a secure place.
When Charges Are Declined
Unfortunately there are times when a charge may be declined. American Express uses sophisticated credit checking systems to monitor spend patterns and to identify fraudulent or unapproved spend. This is done to protect the interests of Cardmembers and the Company. Any out-of-pattern spend will be referred for manual approval. This means the transaction will not go through on the Card until American Express has been contacted and approves it. Card charges are more likely to be referred for manual approval when new Cardmembers start using the Card and have minimal spend history. The most frequent types of out-of-pattern expenditure are large, internet or overseas transactions.
If a merchant indicates that a transaction has been declined, Cardmembers should request clarification. If manual approval is required, the Cardmember should ask the merchant to contact the American Express Authorisation team on (+852) 2277 1000 to request this approval.
Avoiding Declined Charges
If Cardmembers anticipate an out-of-pattern charge, they can contact American Express prior to using their Corporate Card and seek pre-authorisation. We recommend Cardmembers seek pre-authorisation on all large, internet or overseas purchases. This avoids the inconvenience of charges being declined. Cardmembers can contact the Cardmember Service team on (+852) 2277 1088 to request pre-authorisation.
How to Dispute A Charge
If a Cardmember does not recognise a transaction, the first action should be to contact the supplier and dispute the charge directly. If this is either unsuccessful or not possible, the Cardmember can contact the Cardmember Service Team on (+852) 2277 1088 to dispute the charge. This must be within 60 days of the date the charge was placed on the Card. A temporary credit may be applied to the Account while American Express contacts the supplier to obtain support for the charge. Investigations of charges by American Express may take up to 6 to 8 weeks.
The American Express Corporate Card offers two levels of Card membership:
American Express Corporate Card
American Express Corporate Gold Card
Click on the Card name to view Cardmember benefits or view all Card benefits
To ensure your Company's expense management program runs smoothly, you may be required to assist with tasks to administer the program including adding or cancelling Cards and paying your Company's Account. To change your Company's details or contacts, please click here for the Change of Company Details form and follow the necessary steps as mentioned in the form.
Requesting a New Card
Please click Cardmember Application Forms to request a new Card application
Requesting an Urgent Card
To request an urgent Card, please fill out the Cardmember Application Form as you usually would, and tick Priority Handling option. Please note that an urgent fee applies.
Renewing Expired Cards
Renewal Cards will be automatically mailed to the Cardmember’s billing address 10 to 15 days prior to Card expiration.
Replacing a Lost or Stolen Card
In the event of a Card being lost or stolen, it should be reported immediately by the Cardmember at (+852) 2811 6122. American Express will cancel the Card and arrange for an emergency replacement if required, anywhere in the world, at no charge.
Cancelling a Card
If an employee no longer needs a Corporate Card, the Card must be cancelled so that American Express does not continue to charge annual fees for this Card. Please cancel a Card via Online Program Management in @ Work or send an email to the Corporate Administrator Servicing Team on casthongkong@aexp.com.
Changing Cardmember details
Program Administrators can change Cardmember addresses via Online Program Management in @ Work. Cardmembers can change billing addresses by calling the Cardmember hotline.
American Express @ Work is an expandable suite of online Management Information (MI) reporting tools that allow you to execute the administration, reporting and management of spend data online.
The suite of @ Work online tools comprises:
Online Program Management (OPM)
Standard Reporting
Customised Reporting
@ Work Online Program Management (OPM)
As the Program Administrator, you will find the Global Online Program Management module particularly helpful as it enables you to manage your Card program online, 24 hours a day, 7 days a week. Simply login and:
Suspend charging privileges
Cancel or reinstate Cards
View declined charges
Update employee details
Transfer employees from one cost centre to another
Change employee IDs and cost centres
Download statement copies
Obtain replacement Cards
To begin enjoying the benefits offered by @ Work, access @ Work by clicking here. Not enrolled? Enrol in @ Work now by completing the @ Work enrolment form (online application).
@ Work Standard Reporting
Standard Reporting is a valuable tool that provides visibility and insight to ensure the effective management of the Corporate Card program. Simply login to a secure online environment and:
Save time
Send requests that are received and actioned instantly
Avoid having to make phone calls
Use Cardmember profiles for multiple functions from one page.
Increase control
Access reports e.g. Cardmember Spending Report
View spending e.g. Master Spending Report
Select your requests and track their status.
Increase efficiency
Eliminate paperwork
Use the intuitive selection process
Access helpful program resources and tools
At your service 24 hours a day, 7 days a week, 365 days a year, anywhere.
@ Work Customised Reporting
@ Work Customised Reporting allows you to streamline report generation and run reports at intervals that suit your business needs. The complete set of tools allows you to query, filter and sort information, which enables you to promptly track spend, improve compliance and identify negotiation opportunities to save your Company money.
Access @ Work
You may also like to participate in our @ Work Client Product Training Forums. For more information about monthly @ Work product training, please speak with your Account Manager or call our Program Administrator Corporate Support Team for details on upcoming sessions.
Online Statements is a free service that helps Cardmembers review and reconcile their expenses online, without having to wait for monthly Corporate Card statements.
Online Statements:
Allow access to account information 24 hours a day, 7 days a week
Track current charges and payments, and show statements for the past 6 months
Track unbilled balances and new charges
Enrolment for Online Statements requires individual action by each of your Cardmembers and takes just a few minutes. To ensure your Cardmembers receive monthly statements, they need to enrol in Manage Your Card Account and select the Apply Online Statement delivery option. Cardmembers can also gain access to their past 6 months' Corporate Card statements in PDF format, online. After enrolment, Cardmembers will receive a monthly email notification when their statement is ready to be viewed online.
Manage Your Card Account (MYCA) is a complimentary service that helps Cardmembers review and reconcile their expenses online, without having to wait for monthly Corporate Card statements. With MYCA, Cardmembers can:
Access account information 24 hours a day, 7 days a week, 365 days a year
Track current charges and payments and view statements for the past 6 months
Track unbilled balances and new charges
Review their Membership Rewards balance, if enrolled
Change their mailing address
Cardmembers must register to access MYCA here.