Team Leader - Insurance Claims

Team Leader-Operations: Full licensed

Since the beginning, American Express has been defined by its ability to innovate, evolve, disrupt, and take risks. What has remained consistent throughout the years is our dedication to our customers, to our colleagues, and the values on which American Express was built: Integrity, Quality, Respect and Community.

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

American Express is one of the most respected brands around the world. Our open, creative, and collaborative culture is truly why we have regularly win the best workplace awards. If you’re ready to take on a challenge, make an impact and want to continue to grow your career, American Express is the place to be.

Role & Responsibilities:

• Deliver tailored and effective coaching to a group of phone Customer Care Professionals.
• Conduct regular coaching sessions to observe individual performance and provide clear actionable feedback in one-to-one sessions.
• Inspire and motivate colleagues to have a passion to serve, own customer related challenges and encouraging team members to seek resolution for our customers.
• Create an environment in which all team members feel their contribution is valued and heard.
• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
• Empower team members to own first resolution of service-related challenges.
• Ensure adequate staffing levels and partnering with the Director to ensure the strong support of our inbound servicing levels.
• Participate in the selection, training and development of high performing and highly engaged colleagues.
• Lead and maintain employee satisfaction and engagement by using reward and recognition tools available
• Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment.
• Challenge your team to ‘raise the bar’ and drive continuous improvement.
• Analyze performance management data, identifying opportunities to further drive Overall Customer Satisfaction, Service Levels, and Inventory expectations.
• Ensure our colleagues remain compliant in our policies and/or procedures.
• Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role.

• Establish a good liaison with our client's customers while providing quotes or enrolling in various products

• Follow underwriting, Compliance and Regulatory requirements and corporate policies
• Track and monitor personal results to meet key team performance goals to achieve
• Complete mandatory licensure continuing education and other training sessions as appropriate for your team.
• Remain positioned and well informed of changes implemented that affect your work

Minimum Required Qualifications :

• Licensing & Experience
  • 2+ years of American Express Assurance or insurance experience required.
  • Minimum 1 year of leadership experience in a Contact Center environment.
  • Must possess a 2-20 Property & Casualty or 20-44 Personal Lines insurance license or be willing to obtain one of these licenses.
  • Ability to become appointed/licensed as a non-resident agent in all applicable states.
  Education & Technical Requirements
  • High school diploma or GED.
  • English language fluency required.
  • Solid computer, grammar, and multitasking skills.
  • Proficiency in PC applications, including Microsoft Word and Excel.
  Leadership & Professional Skills
  • Experience delivering premium customer service.
  • Ability to manage multiple priorities and make timely decisions in a fast-paced environment.
  • Strong communication and interpersonal skills.
  Schedule & Employment Requirements
  • Flexibility to work schedules and hours necessary to support business servicing levels.
  • Availability during operating hours:
  o Monday–Friday: 8:00 AM–9:00 PM ET
  o Saturday–Sunday: 10:00 AM–6:30 PM ET
  

Preferred Qualifications :

• Leadership & People Development
  • Demonstrated ability to coach, motivate, and develop high-performing teams.
  • Proven ability to drive improvements in team performance and customer satisfaction.
  • Experience providing actionable performance feedback and supporting employee development.
  • Ability to foster a positive, inclusive, and highly engaged team environment.
  • Effective mediation and conflict-resolution skills.
  Operational Excellence & Performance Management
  • Experience analyzing performance metrics to identify opportunities for continuous improvement.
  • Ability to drive results related to customer satisfaction, service levels, and operational performance.
  • Experience implementing performance management processes and supporting employee accountability.
  • Ability to balance business priorities while maintaining exceptional service standards.
  Communication & Problem-Solving
  • Superior communication and interpersonal skills.
  • Creative and dynamic thinking with a solution-oriented approach.
  • Ability to influence, inspire, and engage colleagues.
  • Strong decision-making skills and the ability to navigate complex customer and operational challenges.
  Insurance & Regulatory Knowledge
  • Familiarity with insurance underwriting, compliance, and regulatory requirements.
  • Understanding of insurance products, customer enrollment, and servicing processes.
  • Ability to promote adherence to corporate policies and operational procedures.
  

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