AAC Enrollment Fully Licensed Producer - Hybrid - PHX, AZ / Sunrise, FL
Employer not yet confirmed · Phoenix, Arizona, United States · hybrid
As part of Global Servicing (GS), the Global Customer Servicing & Fulfilment (GCSF) organization is a team of 10,000+ dedicated colleagues and partners who put our customers at the center of everything they do. GCSF consists of Customer Care Professionals, leaders and support teams who work to deliver extraordinary service every day to American Express consumer Card Members around the world. The teams are in more than 20 countries and span frontline operations, servicing strategy and partner management. Global Partner & Operational Support (GPOS) is a global team consisting of more than 3,000 colleagues and partners who manage strategic 3rd party servicing relationships and deliver customer value & efficiency across both servicing and business marketing teams – all centered around Customer First priorities.
- 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
Minimum Qualifications:
- Florida applicants: Must possess an active Resident General Lines Producer insurance license (2-20) at the time of application.
- Arizona applicants: Must possess active Resident Producer Property and Casualty AND Accident & Health insurance licenses at the time of application.
- Ability to become appointed/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 required.
- English language fluency required.
- Strong customer service skills, including the ability to handle customer inquiries, resolve concerns, and de-escalate difficult situations.
- Excellent verbal, written, and interpersonal communication skills.
- Solid computer proficiency, grammar, and multitasking skills.
- Ability to navigate multiple computer systems and applications efficiently.
- Strong 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.
- Must be flexible to work any schedule/hours within the hours of operation, to support our servicing levels:
Monday–Friday: 8:00 a.m.–9:00 p.m. ET
Saturday–Sunday: 10:00 a.m.–6:30 p.m. ET
Primary Locations: Sunrise, FL / Phoenix, AZ
- Willingness to complete mandatory licensing continuing education and required training.
- Candidates selected to advance in the hiring process will be required to provide their National Producer Number (NPN) and/or National Insurance Producer Registry (NIPR) information prior to a formal interview. American Express Assurance Company (AAC) Licensing will verify the required active insurance licenses before candidates proceed to subsequent screening and interview activities.
Preferred Qualifications:
- Demonstrated passion for delivering exceptional customer service and building 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 customers with claims.
- Strong relationship-building skills with a customer-first mindset.
- Ability to provide personalized service by identifying customer needs and recommending appropriate solutions.
- Demonstrated ability to remain positive, professional, and composed when handling challenging customer interactions.
- Self-confident, optimistic, resilient, and supportive of a collaborative team environment.
- Strong critical thinking, analytical reasoning, and proactive problem-solving abilities.
- Ability to demonstrate 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 key performance indicators (KPIs), productivity goals, and customer satisfaction targets.
- Ability to quickly learn new products, policies, procedures, and technology platforms.
- Demonstrated commitment to continuous learning, professional development, and adapting to operational changes.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.