Team Leader - Insurance Claims

American Express•Phoenix, FL

About The Position

The Team Leader leads a group of phone Customer Care Professionals, delivering coaching and support to help the team provide exceptional customer service and achieve business results. The role promotes an inclusive, positive work environment, employee engagement, accountability, and continuous improvement. The Team Leader monitors performance and staffing, communicates business priorities, and supports compliance with insurance, regulatory, and corporate requirements. The position also involves working with customers on quotes or product enrollment and meeting applicable licensing and continuing education requirements.

Requirements

At least 2 years of American Express Assurance or insurance experience.
At least 1 year of leadership experience in a contact center environment.
Possess 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 with 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; American Express 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 customer satisfaction, service-level, and operational-performance results.
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, and solution-oriented thinking.
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

Coach Customer Care Professionals through regular observation and one-to-one sessions, giving clear, actionable feedback.
Inspire colleagues to deliver service, take ownership of customer challenges, and resolve service-related issues.
Create an environment where team members feel valued and heard.
Implement the Performance Management Process to help employees maximize performance.
Ensure adequate staffing and partner with the Director to support inbound servicing levels.
Participate in selecting, training, and developing 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 and identify opportunities to improve customer satisfaction, service levels, and inventory expectations.
Ensure colleagues comply with policies and procedures.
Communicate business conditions and departmental priorities to the team and explain their impact.
Build a good liaison with customers while providing quotes or enrolling them in products.
Follow underwriting, compliance, regulatory, and corporate requirements.
Track and monitor personal results against key team performance goals.
Complete mandatory licensure continuing education and other applicable training.
Stay informed about changes affecting the work.