AAC Enrollment Fully Licensed Producer - Hybrid - PHX, AZ / Sunrise, FL

American Express•Phoenix, AZ

6d•Hybrid

About The Position

As part of Global Servicing, the Global Customer Servicing & Fulfilment organization delivers customer service to American Express consumer Card Members around the world. Global Partner & Operational Support manages strategic third-party servicing relationships and supports customer value and efficiency across servicing and business marketing teams. The AAC Enrollment Fully Licensed Producer provides phone-based customer service for multiple insurance products. The role explains benefits, answers questions, provides quotes, and enrolls customers, while documenting customer and claim information and resolving concerns. Producers follow underwriting, compliance, regulatory, and corporate requirements; monitor performance goals; use computer systems to support customers; and complete required licensing education and training. The position is based in Sunrise, Florida, or Phoenix, Arizona, and requires flexibility to work any schedule within the stated operating hours.

Requirements

Florida applicants must hold an active Resident General Lines Producer insurance license (2-20) at the time of application.
Arizona applicants must hold active Resident Producer Property and Casualty and Accident & Health insurance licenses at the time of application.
Ability to become appointed or licensed as a non-resident insurance agent in all applicable states.
Willingness to complete mandatory licensing continuing education and required training.
High school diploma or GED.
English language fluency.
Strong customer service skills, including handling inquiries, resolving concerns, and de-escalating difficult situations.
Excellent verbal, written, and interpersonal communication skills.
Computer proficiency, grammar, and multitasking skills.
Ability to efficiently navigate multiple computer systems and applications.
Attention to detail and accuracy when documenting customer information and processing transactions.
Ability to work in a fast-paced, dynamic environment while managing changing priorities and multiple responsibilities.
Strong organizational, time-management, problem-solving, and active-listening skills.
Ability to follow underwriting guidelines, compliance and regulatory requirements, and corporate policies.
Ability to work independently with minimal supervision while meeting productivity and performance expectations.
Flexibility to work any schedule or hours within the stated operating hours: Monday–Friday, 8:00 a.m.–9:00 p.m. ET; Saturday–Sunday, 10:00 a.m.–6:30 p.m. ET.
Candidates advancing in the hiring process must provide their National Producer Number (NPN) and/or National Insurance Producer Registry (NIPR) information before a formal interview; required active licenses will be verified.
Must be eligible to work in the United States; American Express will not pursue visa sponsorship.

Nice To Haves

Demonstrated passion for exceptional customer service and meaningful customer relationships.
Experience in customer service, call center operations, insurance servicing, or a related customer-facing role.
Experience explaining insurance products, providing quotes, processing enrollments, or assisting with claims.
Strong relationship-building skills and a customer-first mindset.
Ability to identify customer needs and recommend appropriate solutions through personalized service.
Ability to remain positive, professional, and composed during challenging customer interactions.
Self-confidence, optimism, resilience, and support for a collaborative team environment.
Strong critical-thinking, analytical-reasoning, and proactive problem-solving abilities.
Initiative, accountability, and ownership of customer issues through resolution.
Advanced proficiency in Microsoft Office applications, particularly Word and Excel.
Experience handling inbound customer calls across multiple products or service offerings.
Experience managing customer complaints, escalations, and complex service requests.
Proven ability to achieve or exceed KPIs, productivity goals, and customer satisfaction targets.
Ability to quickly learn products, policies, procedures, and technology platforms.
Commitment to continuous learning, professional development, and adapting to operational changes.

Responsibilities

Explain product-related benefits and respond to customer inquiries and concerns over the phone.
Build rapport with customers while providing quotes or enrolling them in products.
Document claim details, customer information changes, and other relevant information.
Understand customers’ situations and needs, answer questions, and provide customer-first support.
Deliver personalized service through active listening, problem-solving, and respectful customer interactions.
Follow underwriting guidelines, compliance and regulatory requirements, and corporate policies.
Track personal results and meet productivity and performance goals while complying with regulatory requirements.
Navigate computer systems and applications to service customers and support their use of the online platform.
Manage production-related activities, including complaints and escalations.
Handle inbound calls for multiple products; the role does not involve prospecting or cold calling.
Complete mandatory licensing continuing education and other required training.
Stay informed about changes that affect the work.