About the position
Responsibilities
• Deliver world-class customer service, by explaining our related benefits and responding to customer inquiries and concerns over the phone.
• Establish a good liaison with our client’s customers while providing quotes or enrolling in various products.
• 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, 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.
• Follow underwriting, Compliance and Regulatory requirements and corporate policies.
• Track and monitor personal results to meet key performance goals to achieve 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.
• Handle inbound calls for multiple products with no prospecting or cold calling.
• Complete mandatory licensure continuing education and other training sessions as appropriate.
• Remain positioned and well informed of changes implemented that affect your work.
Requirements
• 2 plus years of Amex Assurance or Insurance experience is required.
• Must possess a 220 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.
• English language fluency required.
• High school diploma or GED.
• Solid computer, grammar, and multi-tasking skills.
• 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 exceptional 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.
• Must be flexible to work any schedule/hours within the hours of operation.
Benefits
• Competitive base salaries.
• Bonus incentives.
• 6% Company Match on retirement savings plan.
• Free financial coaching and financial well-being support.
• Comprehensive medical, dental, vision, life insurance, and disability benefits.
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy.
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location).
• Free and confidential counseling support through our Healthy Minds program.
• Career development and training opportunities.
