Team Leader – Insurance Claims

American Express

. Deliver tailored and effective coaching to a group of phone Customer Care Professionals .

Posted 11/2/2026full-timeUnited StatesSenior💰 $65,500 - $102,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in coaching and developing Customer Care Professionals while ensuring compliance with insurance regulations and performance management processes. Proven ability to enhance employee engagement and customer satisfaction through effective leadership and communication.

Highest-signal resume keywords

2-20 Property & Casualty Insurance LicenseLeadership Experience in Contact CenterCustomer Service ExcellencePerformance Management Process ImplementationProficiency in Microsoft Word and Excel

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CoachingPerformance ManagementCustomer ServiceMultitaskingData AnalysisRegulatory ComplianceDecision MakingTraining and DevelopmentStaffing ManagementProblem Solving

Soft Skills

CommunicationInterpersonal SkillsMotivational LeadershipFlexibilityTeam Building

Certifications & Qualifications

2-20 Property & Casualty Insurance License20-44 Personal Lines Insurance License

Industry Keywords

Insurance ExperienceCustomer CareContact CenterEmployee EngagementCompliancePerformance ImprovementService LevelsClient LiaisonMandatory Continuing EducationWorkplace Environment

About the role

Key responsibilities & impact

Deliver tailored and effective coaching to a group of phone Customer Care Professionals
Conduct regular coaching sessions and provide clear actionable feedback in one-to-one sessions
Inspire and motivate colleagues to serve customers and resolve customer challenges
Create an environment where team members feel valued and heard
Implement the Performance Management Process to maximize employee performance
Empower team members to own first resolution of service-related challenges
Ensure adequate staffing levels and partner with the Director to support inbound servicing levels
Participate in the selection, training, and development of high-performing colleagues
Maintain employee satisfaction and engagement using reward and recognition tools
Lead by example, promoting blue box behaviors and a positive work environment
Drive continuous improvement and analyze performance management data to improve customer satisfaction, service levels, and inventory expectations
Ensure compliance with policies and procedures
Communicate business status and departmental priorities to the team
Liaise with clients’ customers while providing quotes or enrolling them in products
Follow underwriting, compliance, regulatory requirements, and corporate policies
Track and monitor personal results against team performance goals
Complete mandatory licensure continuing education and other training sessions
Stay informed about changes affecting the work

Requirements

What you’ll need

2+ years of American Express Assurance or insurance experience required
Minimum 1 year of leadership experience in a Contact Center environment
Must possess a 2-20 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
High school diploma or GED
English language fluency required
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 necessary to support business servicing levels
Availability Monday–Friday, 8:00 AM–9:00 PM ET and Saturday–Sunday, 10:00 AM–6:30 PM ET
Employment eligibility to work with American Express in the United States; visa sponsorship is not available

Benefits

Comp & perks

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