Manager-Client Engagement (Phoenix, AZ)

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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Role Objective

The Account Development Client Engagement Manager is a telephone-based position responsible for the engagement of identified customers. The manager will manage relationships by partnering closely with risk, underwriting, merchant services and Marketing to provide solutions for customers.

This position is responsible for treating a customer base and will be fluid based on where we see the biggest opportunities based on data analytics (part portfolio management + part monthly customer actions).

Job Responsibilities

Planning (20% of time)

▪ Effectively manage a list of prioritized customers with an existing American Express Business/Corporate program where an engagement opportunity has been identified.

▪ Meet minimum expectations for Formula For Success (FFS), which is a set number of calls, customer meetings and other productivity metrics.

Client Solution (80% of time)

▪ High level of Financial Fluency and understanding of the underwriting and risk process. Must be able to drive results through creative problem solving.

▪ Partner closely with risk, underwriting and GMNS to identify and develop solutions for customers based on customer needs.

▪ Use consultative skills to retain customer relationship and charge volume

▪ Maintain a high level of knowledge about American Express products, processes (Underwriting, Line Increase, Customer Financials, Pricing, Contract), key internal partners (Risk, UWA, PPI) and tools (ONE.force, C360)

▪ Partner with Field Dedicated Portfolio Account Development team when a telephone-managed customer requires a face-to-face visit

Compliance (100% of time)

▪ Ensure all aspects of the American Express Code of Conduct, and our Sales Practices policies, standard, and procedures, are adhered to so that we uphold the highest standards in our interactions with our customers and compliantly meet all regulatory requirements

Knowledge, Skills, Attributes, And Experience

Knowledge and Skills

Financial Fluency

▪ Strong knowledge of Financial Fluency and understanding of the underwriting and risk process.

Relationship management

▪ Strong customer relationship building skills to follow through and motivate clients to act

Consultative selling

▪ Effectively identifies client needs to configure solutions that address client requirements and deliver value

Closing

▪ Overcomes objections and resistance to proposed solutions with key client decision makers

Influence & persuasion

▪ Uses appropriate interpersonal styles and communication methods to gain acceptance for products and/or services

Demonstrating value

▪ Proactively and consistently demonstrates the value of partnering with American Express

Results focus

▪ Demonstrates a competitive, positive attitude, quickly adapts to different situations, and recovers from setbacks

Market, industry, & product knowledge

▪ Understands at a tactical level market/industry key competitors, challenges, terminology, technology, trends, and regulation

Attributes

▪ High learning agility

▪ Intellectually curious

▪ Collaborative and growth mindset

▪ Personal accountability

▪ Compliance focused

Experience

▪ High level of Financial Fluency required

▪ Bachelor's degree or equivalent experience

▪ Excellent Sales Experience, 2 – 3 Years Preferred

▪ Knowledge of underwriting and risk process

▪ Experience partnering with clients across various markets / industries

▪ Experience in a highly-regulated industry

Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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