Phoenix, AZ Other 2 weeks ago

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. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Our Card Members expect the best – they want personalized, VIP service, and they want it delivered consistently. At American Express, we want to provide the ultimate experience in service – meeting the unique needs of our members and exceeding their expectations in every interaction.

Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results.

This unique and exciting Team Leader role is the coach to a team of highly skilled and motivated Claims Examiners who provide service and resolve issues for those customers taking advantage of AMEX Assurance Company’s various insurance related products. As an inspiring coach, the Team Leader will set team and individual performance goals and use performance metrics and reporting to drive performance and business results. They will monitor customer interactions to ensure extraordinary service, and will provide consistent and ongoing coaching and feedback to ensure their teams are performing at their highest levels.

Our Team Leader is an entrepreneur who is an advocate and supporter for both their employees and their customers. They thrive in ambiguity and constantly strive for continuous improvement. They are intellectually curious, constantly seeking information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers. The Team Leader is responsible and accountable for delivering Operation Effectiveness and Excellence.

This position generally falls within Monday – Friday, 8:30am - 5pm, MST though ongoing flexibility is required

Responsibilities:

  • Deliver tailored, inspirational and effective coaching to direct reports through performance management and reward/recognition as applicable
  • Provide second-level support to handle customer escalations
  • Ensure adequate staffing levels through team scheduling and capacity monitoring
  • Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment
  • Build talent pipeline by identifying staff with high potential for succession planning and coaching
  • Analyze performance management data, identifying opportunities to further drive relevant KPIs
  • Monitor customer servicing calls, and identify opportunities to ensure flawless servicing and ensure Compliance for all processes and policies
  • Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services
  • Analyze skills and abilities to identify individual strengths and opportunities to develop action plans

Minimum Qualifications:

  • 1 year experience as a leader in customer-service environment
  • Detailed understanding of call-center and productiion related metrics and reporting
  • A natural and inspirational coach - a proven motivator of people
  • A passion for, and experience in, the delivery of premium customer service
  • Proven ability to handle multiple priorities, work in a fast-paced environment and make decisions quickly
  • Demonstrated superior communication/interpersonal skills
  • Effective mediator
  • Creative and dynamic thinker
  • Proven ability to drive improvements in team performance


Preferred Experience:

  • Claims Examiner License
  • 2 years of leadership experience
  • Leadership within a Call Center Environment
  • Proficient in Microsoft Office (Word and Excel)

United States Only:

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

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

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J), in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

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  • Company:
    Amex
  • Job Type:
  • Posting Date:
    10th May 2022
  • Valid through:
    10th Jun 2022
  • Location:
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