Team Leader - Insurance Claims

American Express•Phoenix, AZ

7d•$65,500 - $102,500

About The Position

The Team Leader leads a group of phone Customer Care Professionals, delivering coaching and support to promote exceptional customer service and business results. The role inspires and develops colleagues, fosters an inclusive and engaged team environment, oversees performance and staffing, and drives continuous improvement in customer satisfaction, service levels, and operational performance. The Team Leader also supports insurance customer interactions, including providing quotes or enrolling customers in products, while ensuring compliance with underwriting, regulatory, and corporate requirements. The position requires insurance experience and a relevant property and casualty or personal lines license, or willingness to obtain one. The Team Leader must also be able to become appointed or licensed as a non-resident agent in applicable states. The role supports business servicing levels across operating hours that include weekdays and weekends. American Express states that work arrangements may be onsite, hybrid, or virtual depending on the role and business need.

Requirements

At least 2 years of American Express Assurance or insurance experience.
At least 1 year of leadership experience in a contact center environment.
Hold a 2-20 Property & Casualty or 20-44 Personal Lines insurance license, or be willing to obtain one.
Ability to become appointed or licensed as a non-resident agent in all applicable states.
High school diploma or GED.
English fluency.
Solid computer, grammar, and multitasking skills.
Proficiency in PC applications, including Microsoft Word and Excel.
Experience delivering premium customer service.
Ability to manage multiple priorities and make timely decisions in a fast-paced environment.
Strong communication and interpersonal skills.
Flexibility to work schedules and hours needed to support business servicing levels.
Availability during operating hours: Monday–Friday, 8:00 AM–9:00 PM ET, and Saturday–Sunday, 10:00 AM–6:30 PM ET.
Eligibility to work in the United States; the company will not pursue visa sponsorship.

Nice To Haves

Demonstrated ability to coach, motivate, and develop high-performing teams.
Proven ability to improve 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.
Experience analyzing performance metrics to identify continuous-improvement opportunities.
Ability to drive results in customer satisfaction, service levels, and operational performance.
Experience implementing performance management processes and supporting employee accountability.
Ability to balance business priorities with exceptional service standards.
Superior communication and interpersonal skills.
Creative, dynamic thinking and a solution-oriented approach.
Ability to influence, inspire, and engage colleagues.
Strong decision-making skills and ability to navigate complex customer and operational challenges.
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.

Responsibilities

Deliver tailored coaching to a group of phone Customer Care Professionals.
Observe individual performance and provide clear, actionable feedback in one-to-one coaching sessions.
Inspire and motivate colleagues to serve customers, take ownership of customer challenges, and seek resolutions.
Create an environment where team members feel their contributions are valued and heard.
Implement the Performance Management Process to help employees maximize performance.
Empower team members to take ownership of first resolution of service-related challenges.
Ensure adequate staffing and partner with the Director to support inbound servicing levels.
Participate in the selection, training, and development of high-performing and engaged colleagues.
Promote employee satisfaction and engagement through available reward and recognition tools.
Lead by example, promote blue box behaviors, and encourage a positive work environment.
Drive continuous improvement and challenge the team to raise performance standards.
Analyze performance data to identify opportunities to improve customer satisfaction, service levels, and inventory expectations.
Ensure colleagues comply with policies and procedures.
Communicate the current state of the business and departmental priorities, and explain their impact on the team.
Liaise with clients' customers while providing quotes or enrolling them in products.
Follow underwriting, compliance, regulatory, and corporate policy requirements.
Track and monitor personal results against key team performance goals.
Complete mandatory licensure continuing education and other appropriate training sessions for the team.
Stay informed about changes that affect the work.

Benefits

Competitive base salaries.
Bonus incentives.
6% company match on retirement savings plan.
Free financial coaching and financial well-being support.
Medical, dental, vision, life insurance, and disability benefits.
Flexible working model, with hybrid, onsite, or virtual arrangements depending on role and business need.
More than 20 weeks of paid parental leave for all parents, regardless of gender, for pregnancy, adoption, or surrogacy.
Free access to global onsite wellness centers staffed with nurses and doctors, depending on location.
Free and confidential counseling support through the Healthy Minds program.
Career development and training opportunities.