Programme Management Tools Guides & Resources by Topic

As the Programme 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

• Programme maintenance including Card Member changes and reporting

As Programme 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 Card Members 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 programme

• Has the authority to approve decisions on behalf of the Company

• May have made the decision to implement the Corporate Card programme

• Usually has the title of Financial Controller, Chief Financial Officer, Managing Director, Partner, Accounts Payable Manager or General Manager

• Whose email address was given to American Express to facilitate the transfer of Asia Miles to your Corporate Asia Miles account (for eligible programmes)

• The Authorised Signatory may also be referred to as the Decision Maker

To protect your Card Members from fraud, Cards should be signed by Card Members 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 Card Members 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 Card Members 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, Card Members should request clarification. If manual approval is required, the Card Member should ask the merchant to contact the American Express Authorisation team on (+852) 2277 1000 to request this approval.

Avoiding Declined Charges
If Card Members anticipate an out-of-pattern charge, they can contact American Express prior to using their Corporate Card and seek pre-authorisation. We recommend Card Members seek pre-authorisation on all large, internet or overseas purchases. This avoids the inconvenience of charges being declined. Card Members can contact the Card Member Service team on (+852) 2277 1088 to request pre-authorisation.

How to Dispute A Charge
If a Card Member 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 Card Member can contact the Card Member 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

The American Express Cathay Pacific Corporate Card offers two levels of Card membership:
American Express Cathay Pacific Corporate Card
American Express Cathay Pacific Elite Corporate Card
Click on the Card name to view Card Member benefits or view all Card benefits

To ensure your Company's expense management programme runs smoothly, you may be required to assist with tasks to administer the programme 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 here to find request a new Card applications

Requesting an Urgent Card
To request an urgent Card, please fill out the Card Member 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 Card Member’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 Card Member 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 Programme Management in @ Work or send an email to the Corporate Administrator Servicing Team on casthongkong@aexp.com.

Changing Card Member details
Programme Administrators can change Card Member addresses via Online Programme Management in @ Work. Card Members can change billing addresses by calling the Card Member 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 Programme Management (OPM)

• Standard Reporting

• Customised Reporting

@ Work Online Programme Management (OPM)
As the Programme Administrator, you will find the Global Online Programme Management module particularly helpful as it enables you to manage your Card programme 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 programme. 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 Card Member profiles for multiple functions from one page.

Increase control

• Access reports e.g. Card Member 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 programme 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 PA Servicing Team for details on upcoming sessions.

Online Statements is a free service that helps Card Members 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 Card Members and takes just a few minutes. To ensure your Card Members receive monthly statements, they need to enrol in Manage Your Card Account and select the Apply Online Statement delivery option.

Card Members can also gain access to their past 6 months' Corporate Card statements in PDF format, online. After enrolment, Card Members 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 Card Members review and reconcile their expenses online, without having to wait for monthly Corporate Card statements. With MYCA, Card Members 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

Card Members must register to access MYCA here.

There are a number of methods for paying an American Express Corporate Card statement. The payment methods available depend on whether your Company or the Card Member pays the statement.

Company Payment Options

There are a number of options where your Company pays the account centrally, including:

• Autopay

• Cheque

• Payment by Phone Service (PPS)

• Electronic Transfer

Autopay
Your nominated bank account will be debited 10 days after your statement cut off date, as detailed on Card Member statements. To enable this payment option, please click here to complete an Autopay enrolment form.

Cheque
For all cheque payments, please write the Card number on the back of the cheque. All cheques must also be accompanied by a remittance advice. Delivery options include:

Drop Off
American Express Cashier
18th Floor, Cityplaza 4, 12 Taikoo Wan Road, Taikoo Shing, Hong Kong

Opening Hours: 9am to 4:30pm, Monday to Friday except public holidays. Cheques delivered by 4:30pm will be reflected on the same day.

DHL Service Point Cheque Collection Service

• Shop 54, 1/F, Tower 2, Admiralty Centre, 18 Harcourt Road, Admiralty

• Shop 18, G/F, Empress Plaza, 17-19 Chatham Road, Tsimshatsui

Cheques received before 3pm on Monday to Friday will be processed on the same day. Cheques received on Saturday or after 3pm on Monday to Friday will be processed on the next business day.

By Mail
Please mail cheque payments to HK GPO Box 10066 and allow 7 days for receipt and allocation by mail.

Payment by Phone Service (PPS)
Please use merchant code 14 when paying by phone or internet. For more information and registration, please visit www.ppshk.com

Electronic Transfer
Hong Kong Dollar accounts:
SWIFT: HSBCHKHHHKH
Pay to:
Hong Kong and Shanghai Banking Corporation Ltd
Address: 1 Queen's Road, Central, Hong Kong

In favour of:
Account Name: American Express International Inc.
Account Number: 004-111-159604-001

Please quote your Card numbers in the instruction.

US Dollar accounts:
SWIFT: SCBLUS33XXX
Pay to:
Standard Chartered Bank New York
Address: 1 Evertrust Plaza Suite 1101, Suite 1101, 11/F Jersey City,
New Jersey 07302 USA
ABA Number: 026002561

In favour of:
Standard Chartered Bank (Hong Kong) Ltd. (SWIFT: SCBLHKHHXXX)
Account Number: 3582-088658-001

For further credit to:
Account Name: American Express International Inc. - TRS HK
Account Number: 003-447-06806703

Please quote your card number in the instruction.

Remittance Advice
A full remittance advice should accompany all cheque and electronic remittance payments. A remittance advice can be printed from @ Work. This will be available 48 to 72 hours after the statement cut off date. Alternatively, you can prepare your own and email it to the Cashier's office at american.express.corporate.payment.services.hongkong@aexp.com on the same day the payment is made into the American Express bank account. If you prepare your own remittance advice it must contain:

• Master Control Account Number (MCA - your Company's unique ID)

• Company name

• Date of payment

• Card number

• Card Member name

• Amount of payment per Card Member

• Payment total

• Notation of any credit adjustments between accounts

Missing or Misallocated Payments
If there is no remittance advice accompanying a payment, or if the remittance advice is incorrect, the payment(s) will remain unallocated. This means that Card Member payments may become overdue and late payment fees may apply. Please refer to Frequently Asked Questions (FAQ) for contact details and follow up actions.

Card Member Payment Options

When the Card Member pays the account, the following options are possible:

• Autopay

• Cheque

• Payment by Phone Service (PPS)

• In Person

• Cheque

Drop Off
All cheques must be accompanied by a remittance advice and be dropped off at:

American Express Cashier
18th Floor, Cityplaza 4, 12 Taikoo Wan Road, Taikoo Shing, Hong Kong

Opening Hours: 9am to 4:30pm, Monday to Friday except public holidays. Cheques delivered by 4:30pm will be reflected on the same day.

DHL Service Point Cheque Collection Service

• Shop 54, 1/F, Tower 2, Admiralty Centre, 18 Harcourt Road, Admiralty

• Shop 18, G/F, Empress Plaza, 17-19 Chatham Road, Tsimshatsui

Cheques received before 3pm on Monday to Friday will be processed on the same day. Cheques received on Saturday or after 3pm on Monday to Friday will be processed on the next business day.

By Mail
Please mail cheque payments to HK GPO Box 10066 and allow 7 days for receipt and allocation by mail.

Payment by Phone Service (PPS)
Please use merchant code 14 when paying by phone or internet. For more information and registration, please visit www.ppshk.com

Late payment fees are easily avoided simply through Card Members being made aware that the Corporate Card is a Charge Card, which means the full balance needs to be paid upon receipt of the Card Member's statement. For more details, please refer to the Card Member Terms and Conditions.

In accordance with the Corporate Cardholder agreement, if the total amount billed is not paid in full upon receipt of the monthly account statement, the account is considered in default. Should American Express not receive full payment of the "total due" amount billed on the monthly statement by the date of the following month's account statement, the unpaid balance will be considered "overdue" and liquidated damages for late payment will be imposed.

60 Days Overdue for Payment
If a Card is 60 days overdue for payment, the Card Member or Programme Administrator will be contacted via telephone or letter and the Card will be suspended. Additional late payment fees will be accrued.

90 Days Overdue for Payment
If a Card is 90 days overdue for payment, the Card will automatically be cancelled. The Account may be referred to an external debt collection agency or solicitor employed by American Express to establish acceptable repayment terms. Additional late payment fees will be accrued.

The American Express credit policy may vary depending upon the Terms and Conditions set for your Company and will be applied on an individual Card basis.

To assist with planning Card Member payments after a Card is overdue for payment, you may wish to find out the proportion of the billed charges that are overdue. To do so, please contact the Corporate Administrator Servicing Team on (+852) 2277 1095.

To avoid late payment fees, Card Members can check their online statements anytime and anywhere via the Internet. Click here to register for Online Statements. Payment due date is also printed on the Card Member monthly statements.