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American Express Insurance Customer Care Professional in Phoenix, Arizona


You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

As a part of the Colleague Experience Group we strive to provide a great colleague experience every day. We obsess over understanding the colleague experience at a deeper level to co-create simple and great ways of working that enable everyone to be and deliver their best. We make a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Role & Responsibilities:

Here’s just some of what you’ll do in this role to support our customers with their Insurance related needs:

  • Deliver world-class customer service, by explaining our insurance related benefits and responding to Customer inquiries and concerns over the phone

  • Document necessary information, such as claim details, customer’s change of details, and other pertinent information

  • Build meaningful relationships with our customers through a customer first approach, which would entail understanding their situation and needs, setting up insurance claims, answering questions, and ensuring each customer knows American Express has their back.

  • Enhance our customers’ experience through personalized service, active listening and effective problem solving, while consistently treating customers with a high level of respect

  • Meet and exceed quality and productivity goals and comply with all regulatory requirements.

  • Navigate computer systems and applications to service our customers, and enable them to get the most from our online platform

  • Manage other production related activities, such as complaints and escalations

  • Provide service on all AMEX Assurance products (non-licensed role), except Car Rental

  • Ability to prioritize and adapt to an ever-changing environment

Additional Details:

  • Location: Phoenix, Arizona - Based on the evolving situation surrounding COVID-19, we will work with you to ship equipment to your home address and conduct new hire orientation virtually. From there, your training and/or work will be remote until we return to our campus at Desert Ridge (estimated return in September 2021).

  • These positions operate in a dynamic, fast paced environment, and the shift will be based on business needs, most likely falling within the following times: Monday – Friday, 8am - 6pm PST / 11am – 8pm EST (shift will be adjusted for time-zone changes). Though we will strive to keep a consistent work shift, ongoing flexibility is required.

  • American Express offers a fantastic and diverse working environment.

  • Competitive annual incentive award program is available


Minimum Qualifications:

  • High School Diploma

  • 1 year of Customer Service experience required, 2 years is preferred (industry experience is not limited to, but may include call center, customer service, financial services, or insurance).

  • Relationship builder who has passion for delivering exceptional service

  • Excellent verbal, written and interpersonal communication skills

  • Strong customer service skills and the ability to de-escalate customer situations

  • Demonstrates personal excellence by remaining positive in difficult situations

  • Self-confident, optimistic and supports a team environment

  • Critical, analytical, and forward thinking when problem-solving, and must possess good strong time management, organizational, and active listening skills

  • Quick learner, who possesses the ability and resiliency to work in a fast-paced and dynamic environment, where multi-tasking, changing priorities, and use of multiple systems is part of the daily expectations

  • Ability to demonstrate initiative with minimal supervision to drive results

  • Superior level of accuracy and attention to detail

  • Strong proficiency in PC skills, including MS Word and Excel

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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

Job: Operations

Primary Location: US-Arizona-Phoenix

Schedule Full-time

Req ID: 21015241