Job Description

The Underwriting Coordinator (UWC) plays an important role in managing the customer journey throughout the commercial and consumer underwriting process. This position serves as a key connection between customers and the underwriting process, delivering a consultative experience while gathering the financial information and documentation necessary to support underwriting decisions.

The UWC is responsible for communicating clearly with internal and external American Express customers, helping them understand underwriting requirements, decisions, and available options. Success in this role requires accuracy, sound judgment, strong customer advocacy, and the ability to effectively manage multiple systems and workstreams in a fast-paced, metric-driven environment.

Responsibilities

• Guide customers through the underwriting process by providing clear, consultative support and explaining requirements and next steps.
• Collect, review, and accurately document financial information and supporting documentation required for underwriting.
• Communicate underwriting decisions and outcomes professionally, including delivering difficult or sensitive messages when necessary.
• Provide customers with appropriate options and guidance based on the underwriting outcome.
• Manage multiple systems, customer interactions, and workstreams simultaneously while maintaining n
• Meet established customer experience, quality, productivity, and performance expectations.
• Ensure quality, regulatory requirements, internal policies, and compliance standards are consistently embedded throughout the underwriting process.
• Contribute to a collaborative and inclusive team environment focused on delivering strong outcomes for customers and the business.

Qualifications

Minimum Qualifications:

• 2+ years of customer service experience in a financial services or call center environment.
• Comfortable navigating multiple systems while simultaneously interacting with customers.
• Proficient in multitasking and efficiently managing varying account types and work streams.
• Ability to exercise sound judgment and resolve complex customer issues in an ambiguous environment.
• Strong communication skills, including the ability to deliver difficult messages to customers and clients while maintaining positive working relationships.
• Ability to work effectively in a cohesive team environment.
• Intermediate proficiency in the MS Office Suite.

Preferred Qualifications:

• Highly consultative and self-motivated individual.
• Strong will-to-win and ability to thrive in a metrics-oriented environment.
• Willingness to work in a hybrid role at the service center location.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

About the Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.