35 American Express Interview Questions & Answers
Behavioral
1. How do you create a good work/life balance?
Why the Interviewer Asks This Question
How well you manage your time will offer insights into how effective you'll be at your job. Not managing your morning well can cause you to be late to work. Not managing your workflow or projects can cause missed deadlines, or taking your work home with you. If you feel overwhelmed at work because of poor time management, you might bring more stress home from work, not sleep well, not perform at your best at work the next day. All important things to weigh when determining if you are a good fit for the position.
Written by Kevin Downey on February 9th, 2022
How to Answer
American Express fosters a healthy work/life balance for its employees. Explain how you balance your life in your current or past roles. The more methodical you are about your work grants more room for your personal schedule. Share a few tools you used to stay organized manage your time. Share some of the fun events you make room for in your life to let the interviewer know you can let loose every once in a while.
Written by Kevin Downey on February 9th, 2022
Pro Tip
Validating the nature of the question can go a long way. Just exhibiting insight into the big picture nature of this question can be a great launch into your answer. Once you've set the proper framework for your answer, you no longer need to be super specific about all the tricks you use.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I know how important it is to avoid burnout. For that reason, I create a solid work/life balance for myself by keeping my day organized and sticking to my schedule as much as possible. I will spend my weekends and evenings with my family and friends, doing things that I love, and that energize me such as going for a run, hiking in the mountains, or taking a bike ride."
Written by Elisabeth Walter
2nd Answer Example
"No matter what alarm clock you use, the snooze button is there. I never hit mine. I keep a jar of chocolate-covered espresso beans in a jar next to my bed. When my alarm goes off, I grab a few of those and pop them in my mouth. Then I'm ready. If I have a lot on my plate at work or at home, I evaluate every piece of the puzzle. I find a way to make it all sustainably fit into my week. Where there's a will there's a way. Just spending that bit of time at the forefront to strategize my week allows my outlook to feel more sustainable. I'm proactive, I guess. The reaction is rarely sustainable, in my humble opinion."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"The key word is balance. If I am not making time to meet my personal obligations, the same way I make time to meet my work obligations, something along the way will eventually fail. I make it a point to set aside time to do the things I love, maintain my relationships, and take care of myself. All of which supports my ability to do well at my job."
Written by an Anonymous User
Our Professional Interview Coach
Marcie Wilmot Reviewed the Above Answer
Great! The interviewer will be pleased to hear that you understand why it's important to balance your work and personal life. You also do a good job of explaining some of the ways you try to strike this balance. The more details you can add, the better! What kinds of hobbies do you like to do outside of work? How do you take care of yourself? By working out? Socializing? Consider talking about setting boundaries (and how you do that), taking prescheduled/approved vacations, and defining your priorities. Excellent job!
Behavioral
2. What is the biggest risk you have taken in your career so far?
Why the Interviewer Asks This Question
American Express values individuals who are willing to take risks. The interviewer wants to know if you are a risktaker or risk-averse. If you are a risk-taker, they want to know how you evaluate risk. Taking a chance on innovation is different than being an obsessive gambler.
Written by Kevin Downey on February 9th, 2022
How to Answer
You can't grow if you're not willing to risk getting outside of your comfort zone! Talk about results, what you learned, and how you've grown from your experience. Give an example that exhibits sound judgment and calculated risks, and thinking on your feet! Sometimes you have to take a risk by trusting your judgment when a supervisor is not available and solving the problem in the way you know best. A risk for you may have been changing careers after working in the same job for ten years. Or maybe you interviewed for a promotion even though you knew it was going to be highly competitive.
Written by Kevin Downey on February 9th, 2022
What NOT to Say
Avoid examples where you went outside of the chain of command. You want to come across as an innovator and risk-taker, working for the greater good, with integrity.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"One of the greatest risks I have taken in my career was to jump from staffing into the finance world. I wanted to be in a role that included more strategic numbers but still had a sales component. I made that leap about five years ago and had never looked back!"
Written by Elisabeth Walter
2nd Answer Example
"I was hired as a widget developer. Not much later they were promoted to management. This was rewarding, and I learned a lot about the business. But after a while, I felt like my career was veering in a direction I hadn't intended. The pay was quite good, but I felt like the change I wanted to make was in widget development. Armed with a better understanding of how the business worked, I was ready to make a change and demoted myself, taking a serious pay cut. But the leaps and strides I made in developing widgets increased our profits, and in a couple of years they awarded me a team and I surpassed the income I made when I was in management."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"I left my already made career to do a master's in Information Management. This was totally different from what I have done in my past education. It was a calculative risk as I wanted to upgrade my knowledge with the latest technology tools for my professional growth."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
This is a good start! Leaving an established career to pursue your Master's must have been a difficult decision for you. To strengthen this response, add additional details so the interviewer can understand the full picture, and how you evaluated the risk. How long were you in your previous career? Has this risk ultimately paid off? How have you grown from this experience?
Behavioral
3. Tell me about a time when you demonstrated you were trustworthy.
Why the Interviewer Asks This Question
A lack of integrity in the workplace can negatively affect morale, or be damaging to the culture of a brand that was built upon principles of integrity. The interviewer wants to get a better understanding of your moral principles and where you fall on the scale. For example, there's a type of person who would point out mistakes made by a co-worker to a manager with the ulterior motive of making themselves look better by making someone else look worse, and there's the type of person who would let that employee know before a manager noticed their mistakes, giving them a helping hand.
Written by Kevin Downey on February 9th, 2022
How to Answer
You can prove your trustworthiness in an example that shows a manager entrusted you with the responsibility of value, like managing money or an important client. Often a person will be given specific procedures to follow when they begin a new job, and there can be the temptation to get lazy and do things 'the easy way' as they get more comfortable. Give an example that speaks from your experience.
Written by Kevin Downey on February 9th, 2022
What You Need to Know
Integrity is one of the values of American Express. Integrity is defined as being honest with moral principles. A person with integrity will continue to follow procedures as expected, even when no one is looking. Integrity is the altruism of doing the right thing for the principle of it. Altruism wins over self-interest.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"Integrity is fundamental to me. I was once given credit for a report that I did not create. I did present the report, but one of my staff members had put it together for me. I made sure to show thanks for the compliment and alert everyone to its creator. I took my subordinate out to lunch later for making me look good."
Written by Elisabeth Walter
2nd Answer Example
"Our department placed a large order for a client. When the item arrived at the warehouse, they'd received the shipment, but the order they received was wrong. Management assigned me to investigate the matter, and they believed a coworker of mine who had made a few mistakes along these lines was responsible. While they prepared a write-up for this employee, I realized the mistake was mine. I confessed to the error and told them if anyone deserved being written up it was me. Due to my honesty and the fact that I hadn't made any prior mistakes, I was given a verbal warning and tasked with the cleanup. I also took it upon myself to admit my error to the employee it was blamed on. They said I didn't need to apologize since I never blamed them for it."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"Within 6 months of starting my role as a Product Specialist, I was assigned to lead the implementation of a major charitable gift fund. This client was internally tagged as a high-value client and the success of their transition to our product was key to future engagement with similar clients. During the initial phase of the implementation, it was discovered that a key piece of functionality was not designed to work as it was described during the sales process. I raised the issue with our sales team to prevent further sales reps from sharing incorrect information, met with the development and design team to determine if and how we could address the client's need, and followed up with the client to provide full transparency on how they were misinformed and what steps we have put in place to correct the error."
Written by an Anonymous User
Our Professional Interview Coach
Marcie Wilmot Reviewed the Above Answer
Excellent! You've used the STAR method nicely here. Consider ending your response by explaining how the actions you took impressed the client and ultimately benefitted the company. Also, emphasize that you are full of integrity and build trust by doing what's right and doing what you say you'll do. Good job!
Behavioral
4. How do you deal with stress?
Why the Interviewer Asks This Question
Working in a busy environment, you can expect a fair share of stress. The interviewer wants to know how you adapt to a changing environment or frustrated customers. They need to know if your stress influences your behavior, or if you have control over your stress responses.
Written by Kevin Downey on February 9th, 2022
How to Answer
Stressful situations are unpredictable by nature. But after being in a job after a while, you can anticipate stressful situations, whenever they may arise or however they might unfold. Think about your automatic relaxation techniques, like deep breathing, taking short walks during your breaks, or meditation tools to help you use to stay calm throughout the day. These are preventative actions that will help you keep calm and carry on!
Written by Kevin Downey on February 9th, 2022
The Goal
There is always an opportunity in every question to kaizen your answer. If every answer you offer goes above and beyond their expectations, you've delivered the best interview you can. Stress is contagious. If you can be centered throughout stressful situations, you've done your job. If you can de-escalate the stress of others in your workplace, you've gone above and beyond. Consider this when framing your answer.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"At my last job, Mondays stressed me out. Our morning meetings lasted so long it cut into my workday and set me back for the rest of the week. I started preparing on Sundays, checking my emails, and arranging my schedule so that I could fit everything in without having to work overtime."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"I try to identify and diffuse stress triggers right away. By asking myself what part of a situation has triggered that cortisol response, I can then further explore the reality behind the perception that triggered that stress response. So I always ask a lot of questions. This helps me determine the truth of a stressful situation, identify areas that have more flexibility so I can develop a plan. Stressful situations are sometimes avoidable, sometimes not. But gaining insights on how to limit their frequency or duration is how I cope with stress. I guess I deal with stress by being mindful to respond rather than react."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"When I have stress, I always tried to identify the trigger of my stress and see if I can resolve the trigger. Sometimes it can be resolved. For example, in my previous job, I felt Monday was very stressful as we usually had catch-up meetings which took so long that cut into my daily schedule. I had much less time to work on routine tasks as other weekdays. Then I started to prepare for Monday meetings, checked emails, and worked on some recurrent routine tasks so as to have a smooth Monday. This helped me reduce Monday's stress. Some stress triggers cannot be resolved such as uncertainty. I usually tell myself although I cannot control uncertainty, I can plan for possible scenarios based on current information so that I am well prepared to react when it happens."
Written by an Anonymous User
Our Professional Interview Coach
Stephanie Cafaro Reviewed the Above Answer
This is a great start, but I suggest developing your response to show the self-care strategies that you've developed for managing stress (for example: do you practice taking deep breaths, giving yourself a stretch break, or taking a quick walk? Naming the self-care strategies that you've found helpful will make your response even more compelling.
Behavioral
5. How would you handle a customer who was difficult to please?
Why the Interviewer Asks This Question
This question is phrased not only to see how you handle difficult or stressful situations. It also helps to assess what you consider a stressful situation and how you would handle it.
Written by Kevin Downey on February 9th, 2022
How to Answer
Your aim is to show how you overcome a challenge or adversity. Attitude is everything here. Convey how well you work under pressure. Some customers take going above and beyond to a whole new level! Picture shopping in a retail store with the sales associate running around trying everything they can to help a customer who can't decide. Or maybe a customer called you with a complaint about their credit card and you did everything you could to resolve the issue, even offering them additional perks, but they still weren't happy. These are the situations that will test your patience and your sanity!
Written by Kevin Downey on February 9th, 2022
Pro Tip
You are looking to connect with your interviewer on this point. A meeting of the minds is the end goal. Reaching a communal understanding with them can be easily attained by demonstrating a meeting of the minds between you and the customer in your example.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I always take time to listen to the customer's needs. When I offer a service, and the customer turns it down, I get creative. I might talk to a co-worker or a manager to come up with another solution if I have tried everything I can think of. I have also been able to negotiate at times to give them something that I generally couldn't offer others."
Written by Elisabeth Walter
2nd Answer Example
"It can be difficult to determine what a difficult customer wants. Often the basis for frustration is due to ineffective communication, especially when a customer has trouble expressing their needs, or asking for what they want. Listening, mirroring, and empathizing goes a long way. Beyond that, I like to ask them what I can do to make them happy. The beginning of the bargaining process. If their expectations are unrealistic, I'll compromise and let them know what I can do for them, emphasizing again my understanding of their expectations. More often than not, this does the trick."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"When working with hard-to-please customers, it is important for them to know that their concerns and feelings are heard and acknowledged. Taking time to understand their needs and problems ensures they feel validated and knowing that you are committed to finding the best outcome is important."
Written by an Anonymous User
Our Professional Interview Coach
Marcie Wilmot Reviewed the Above Answer
You're right! How do you ensure they feel heard? Do you repeat back what they say to confirm you heard it correctly? Do you use other active listening techniques to show that their concerns matter to you? Do you apologize to them for the trouble and make sure to provide them with a timely resolution to their issue? Providing an example of a time when you successfully handled a difficult customer will make your answer stronger. Good job!
Behavioral
6. Tell me about a challenge you've experienced in life. How did you overcome it?
Why the Interviewer Asks This Question
This will help them ascertain whether or not you allow personal challenges in your life to affect your work life. It will also offer insights into how you overcome challenges that you face in your work life as well.
Written by Kevin Downey on February 9th, 2022
How to Answer
Think about the obstacles and challenges you have gotten through to make it to where you are! Maybe you took on a severe course load your first year in college. Or perhaps you were asked to give your first presentation with little time to prepare. Once you identify the challenge, talk about what you did to overcome it. Focus on the lengths you took to make sure you finished your semester strong or how you researched and practiced to make sure you nailed the presentation.
Written by Kevin Downey on February 9th, 2022
Pro Tip
Remember, there's no right or wrong answer. Just give an example that shows off your skills and instills confidence that you will continue to overcome obstacles in the future! Overcoming challenges show you have perseverance and determination. It shows you can accomplish goals even in the midst of trying circumstances.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"One of the biggest challenges that I have faced, and one of my proudest accomplishments, was working my way through university and graduating with my bachelor's degree in finance with zero debt. I did well in school and tried so hard--something that I am incredibly proud of."
Written by Elisabeth Walter
2nd Answer Example
"I was on vacation in another country when my flight was delayed and eventually canceled. Getting home turned into quite the ordeal and we didn't get home until two days later. Luckily, I always pad time on the backside of my trip just in case, and I didn't miss any work as a result. My flight arrived at 3 a.m. on Monday and I had to be at work at 7 a.m. That was a rough re-entry, but it all worked out well in the end."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"When I decided to do my master's after 3 years of work-life, it was hard for me to leave my already made career and start studies all over again. I left my job as I wanted to come to the US for my Master's but couldn't come because of Covid. I stayed calm, Deferred my admission from Fall 2020 to Spring 2021, and utilized that period by doing a short internship which helped me learn the basics of SQL, Power BI mainly and to an extent Python and R. I am happy I took that decision because I took Python n R course in my first semester and Internship learnings helped me."
Written by an Anonymous User
Our Professional Interview Coach
Kevin Downey Reviewed the Above Answer
This is an excellent example to share in response to this question, as it showcases your ambition, determination, and resilience. The interviewer will be impressed by your ability to overcome the challenges caused by the COVID-related delay to your education, and the fact you were able to use the time to learn new professional skills.
"I decided to earn my master’s degree. I’d been working for three solid years, off to a good start to build my career. So I faced the challenge of leaving a solid career to return to education. But, I’d revised my career goals, deciding I wanted to pursue opportunities in the US. So, with this new focus, I faced my fears and started preparing for this big adjustment, and that was a challenge. Leaving my job, returning to school, and relocating to another country.
Everything was lined up when I faced yet another challenge. After I left my job comitted to pursue my Master’s Covid hit, and I was unable to enter the USmy goals, and made the best use of my time. I deferred my admission from Fall 2020 to Spring 2021, and utilized that period by winning a temporary internship which where I learned the basics of SQL, Power BI mainly and to an extent Python and R. I was proud of this decision as I took Python n R course in my first semester and what I’d learned in my internship I was able to apply towards what I learned in college, giving me a head start that ultimately helped me towards my goals."
Behavioral
7. How have you adapted to changes at your previous company?
Why the Interviewer Asks This Question
Change is a part of life and our external environment. How you cope with change at work is what they're hoping to evaluate. It is not uncommon for those who don't cope well with change to incite dissent in the workplace, which can be damaging to morale and productivity. The interviewer needs to know where you fall on the scale of being adaptive to change versus inflexible.
Written by Kevin Downey on February 9th, 2022
How to Answer
Think of when there was a change in management, policy, responsibilities, or your schedule. Focus on how you responded to the change. No matter how messy or complicated, the only thing you could control in the situation was you, so talk about how you grew and how you stayed calm during the shift in your environment.
Written by Kevin Downey on February 9th, 2022
What You Need to Know
American Express has changed drastically over the years to adapt to the evolving needs of its customers. They value individuals on their team who can handle change to keep up with their customers and their latest innovations.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I was working on a project with a strict deadline and just a week before it was due I was asked to help out with a presentation since one of my co-workers had fallen ill. At first, I was nervous about getting everything done. After I made adjustments to my schedule to fit everything in and gave myself some pep talks to get motivated, I was able to make it all work!"
Written by Elisabeth Walter
2nd Answer Example
"I was working in a call center when they automated our phone systems. There were several in our department who grew concerned about their job security. I told them not to worry, and that we'd all be fine. There were a lot of hiccups when they first launched the new phone systems. The system frustrated many of our customers by the time they got hold of a representative. This required a lot of patience on our end. Everything got up and running, and it made our jobs easier in the end and proved no threat to our livelihoods. It just took a while to get there."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"My previous company is very dynamic, changes happened frequently in most projects. At first, I felt stressed, but then I adjusted my mindset that changes were going to happen. With this in mind, I feel much better when changes did come. Besides, I also summarized changes I have met, collected information about possible changes other colleagues went through, and then made predictions of changes in new projects as well as thinking of solutions to those changes. By doing the predictions and planning reactions to those changes, I can handle them much more efficiently and confidently when changes come."
Written by an Anonymous User
Our Professional Interview Coach
Stephanie Cafaro Reviewed the Above Answer
It sounds like you've been very agile and have successfully adjusted to a lot of big changes in your previous company! To make your response stronger, I suggest incorporating a specific example of a change your company went through, rather than just mentioning general changes. A specific example will make your answer more memorable and impactful.
Behavioral
8. If you had unlimited funds, where would you travel?
Why the Interviewer Asks This Question
As a company that provides travel rewards to its cardmembers, American Express values travel. They also are curious about you, what you like and how you will fit with the team. Take a moment to dream about where you would go if money were not an option. There is no wrong answer!
Written by Elisabeth Walter
How to Answer
Be honest. Seize this opportunity to be open and charming. Everybody loves talking about travel, and this is an excellent opportunity to connect with your interviewer. If you can connect with them in a friendly way, they'll be more confident you can do the same in the workplace. So go deep in your answer. Talk about where you've traveled, where you'd like to go next, and why.
Written by Kevin Downey on February 9th, 2022
What NOT to Say
"Travel isn't my jam. I'm a homebody and prefer to hunker down and play video games. I'm definitely more of a stay-cation person."
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I would go to Greece because I have always been interested in the culture, history and the food. I haven't traveled as much as I would like to, but I love learning about new people and experiencing another culture."
Written by Elisabeth Walter
2nd Answer Example
"I'd travel to the Scotland Highlands. You could throw a rock and hit the ruins of an old castle. The history and folklore are so rich there, as is the food. I'm an explorer and a history buff, so hiking throughout those regions would be a dream."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"I will cover the remaining 40 states in the USA until I go on an international trip. I also want to travel to Europe, it's my dream country. I know I won't to able to cover the whole of Europe in one trip. First I will cover Greece, Switzerland, and Croatia. I want to live there for a month and experience the cultural heritage."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Excellent! Consider sharing the reasoning behind your choices(s). Is there a particular reason Europe is your dream continent to travel to? Personal stories and anecdotes always stand out and make your answer more memorable to the interviewer.
Behavioral
9. If your manager did something that annoyed you, how would you handle it?
Why the Interviewer Asks This Question
Notice here the interviewer has asked this question about your manager. Yet we're all human, and anyone can do annoying things. But the main reason this question centers on your manager is to see how you deal with and cope with people in positions of authority. How you frame your answer is the answer they're looking for.
Written by Kevin Downey on February 9th, 2022
How to Answer
Even some of the best managers have that one annoying thing they do that drives you up the wall. Whether they speak condescendingly when giving you feedback or they just don't wash their dishes in the break room, managers can be challenging to deal with at times. By merely being relaxed and flexible, you don't let anything get you down. Talk about how you can brush off people's quirks and stay focused on the task at hand.
Written by Kevin Downey on February 9th, 2022
Pro Tip
Avoid answers that frame your manager as an oppressor or you as a victim. Take care not to place too much emotional value on your choice of words. You want to answer this question as lightheartedly as possible.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I'm pretty relaxed. When focused on my work it's hard for me to pay attention to little annoyances."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"I think the golden rule often rings true. Treat others the way you'd want them to treat you. A good rule to live by, but you can't confuse that with the expectations of others. Everyone is different. If someone, whether a manager or not, does something annoying, I first ask myself, was that in character? If so, you can't expect anything else. That'd be like expecting someone to apologize for being themselves. If it was out of character, or a mistake that affects workflow or operations, then I might pull that manager aside and give them a heads-up. It's worth pointing out so they know how others might perceive the situation. That's the golden rule in action."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"I'll just let it go, small things don't bother me much until it is something very serious."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Great! It sounds like you have a relaxed attitude to small annoyances, and are able to easily overlook them. Next, discuss how you would handle it if your manager did something that seriously annoyed you since you indicate in your response that you may deal with that differently.
Behavioral
10. Tell me about a time when your supervisor criticized your work. How did you respond?
Why the Interviewer Asks This Question
This will help them evaluate how you deal with those in positions of authority. The way in which you frame your answer will clue them into your receptiveness to feedback, defensive or proactive, and what you learned from that feedback if anything. How you answer this question will help ascertain how well you would be able to communicate in the position you're interviewing for.
Written by Kevin Downey on February 9th, 2022
How to Answer
Consider the example you give before offering it. Regardless of how reasonable or accurate the observation may have been, think before you speak. Be humble in your answer and not defensively. The key is to present yourself as calm and professional, with the goal of always striving to improve your performance and learn and grow.
Written by Kevin Downey on February 9th, 2022
Stay Away From
Steer clear of examples where a supervisor was victimizing you or singling you out. Even if a supervisor's actions were misguided or inappropriate, this is not the goal of the question. This behavioral question is framed to see how you cope with feedback as well as your outlook/attitude and how important self-improvement is to you. Offering examples where you felt victimized, whether justified or not, may not present in the same context you're trying to relay. Your answer should communicate how well you get along with others, in ways that are not open to interpretation.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I appreciate the feedback. Now I know how I can improve next time."
Written by Elisabeth Walter
2nd Answer Example
"In my first position, just out of college, I was eager to learn but went into information overload. I dove into a new project and worked really hard towards an end goal, wanting to impress. But my approach to the work was all wrong. My manager explained where I went wrong. I felt bad and felt a little embarrassed. But I learned. Now I ask more questions, mirror their instructions back to them, ensuring the communication was effective. I take feedback in stride and learn as much as I can from any such experience."
Written by Kevin Downey on February 9th, 2022
Behavioral
11. How do you relate to people at work who are different from you?
Why the Interviewer Asks This Question
The interviewer is trying to assess how well you might fit into their team. They want to know if you are open to diversity, or prefer to work with like-minded people. Your resume might exhibit the hard skills involved with the mechanics of your position. This question helps determine your soft people skills.
Written by Kevin Downey on February 9th, 2022
How to Answer
Give examples of how you have collaborated with co-workers in the past. Talk about how you attempt to get to know your team! Everyone comes from different backgrounds and cultures, whether those cultural differences are local or international. Exemplify yourself as open-minded, looking for commonalities, regardless of your background. Sowing divisiveness or judgment makes it difficult to work as a cohesive team.
Written by Kevin Downey on February 9th, 2022
The Goal
The goal here is to exemplify you're inclusive and that others enjoy working with you, regardless of their ethnic or social backgrounds.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I want all of my co-workers to feel comfortable around me, so I make an effort to get to know people. I ask questions and show I am interested in the person. I also pay attention to the strengths of others, seeing opportunity rather than obstacles in the differences."
Written by Elisabeth Walter
2nd Answer Example
"The only range of experience I have to guide me through my life is my own. Everyone else in the world is not me. So I can't expect everyone to think or be like me. Knowing this just makes me want to learn more about everyone. I want to understand the ways in which we're the same and gain a deeper understanding of the things that are different. I feel like once you can understand that, and translate it into the language of your own experience, you can establish a bond with that other person. I guess I'm just always looking for that bond."
Written by Kevin Downey on February 9th, 2022
Behavioral
12. Tell me something about yourself that isn't on your resume or cover letter.
Why the Interviewer Asks This Question
This is another question to assess how well your personality will fit in with the rest of the team. It's also a test to see how you use this opportunity to toot your own horn.
Written by Kevin Downey on February 9th, 2022
How to Answer
You'll want to align your answer with the company and its core values. The goal is obvious, tailor your answer to seem like a good fit with the rest of the team.
Written by Kevin Downey on February 9th, 2022
Stay Away From
Stay away from providing random stories about your singular accomplishments, or odd facts about yourself. While you might be advertising unique things about yourself in an effort to interest yourself up, this will do the opposite of aligning yourself with the team and will come across as a red flag.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"In college, I found there were so many clubs tailored to specific, non-inclusive clubs. So I started a diversity inclusion club and we got a small sponsorship from AmEx."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"I volunteered for Habitat for Humanity for two months providing assistance in Puerto Rico after the hurricane. I know that Amex has done a lot of work trying to empower underrepresented communities, especially concerning advanced climate action and solutions. I've always been passionate about these things, which is in part why I was drawn to this position."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"I'd like to share my various roles besides my job. I am a technical support for my daughter's afterschool program. I am helping them maintain the website and provide technical support during the afterschool registration weeks. In addition, I am also a member of APIA - Asian Pacific Islander Association in my workplace. We're helping spread APIA culture and organizing events that recognize typical APIA holidays such as Lunar New Year. Before the pandemic, we hosted a big Lunar New Year party where about 100 ____ employees came for lunch and fun games. During the pandemic, we hosted virtual parties to help people feel connected."
Written by an Anonymous User
Our Professional Interview Coach
Stephanie Cafaro Reviewed the Above Answer
You do a great job of highlighting important aspects of your life and identity outside of your job duties. This really highlights all of the strengths that you'll bring to the company, both as an individual and as a professional!
Behavioral
13. What motivates you?
Why the Interviewer Asks This Question
This direct behavioral question is self-evident in what they're looking to learn. It will clue them into how you may complement their team, from working well with others, to how well you will work under their team leaders.
Written by Kevin Downey on February 9th, 2022
How to Answer
Be honest. Formulate your answer to kill two birds with one stone. Give them insights into your personality and what motivates and inspires you on a personal level, as well as how you stay motivated throughout your workday, how you approach your work, whether the task is high-pressure or monotonous. Detail how you stay motivated and productive throughout your day.
Written by Kevin Downey on February 9th, 2022
Pro Tip
It's crunch time, and your bosses let you know they need another report done by the end of the day. It may be tempting to throw in the towel when your to-do list seems never-ending. It's important in times like these to remember what motivates during trying times.
Here's a list of some ways to stay positive and keep going under pressure:
1) Read inspirational quotes - Keep them on your desk or search for words of wisdom from inspiring people!
2) Console a co-worker - Friends at work can be a source of encouragement and sometimes they can even help you carry the load when you're feeling overwhelmed.
3) Set goals - staying focused on reaching a specific purpose or completing a project will help you keep going. And it shows how ambitious you are!
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"What motivates me is the idea that my work makes a difference in the lives of others. I am inspired by stories of how people change the course of their life by participating in physical activity and training harder."
Written by Elisabeth Walter
2nd Answer Example
"The energy created from collaboration invigorates me. One person can feel a sense of accomplishment for something they've done, and that's great. It feels good to have done something individually and to be recognized for it. But when you're a part of something bigger, and the entire team is resonating with each other, that creates this energy that nothing can compare with. It feels like you're on the winning team. In this scenario, every contributor recognizes every contribution. That kind of camaraderie feels great."
Written by Kevin Downey on February 9th, 2022
Behavioral
14. How do you earn the respect of a new team when you start a new job?
Why the Interviewer Asks This Question
Even if you were the top performer at your last job, you still have something to prove when you start working with a new team. It takes time to establish new co-working relationships and even more time to show you have what it takes. When hired onto a new job it's natural to want to prove yourself. But how you approach this delicate entry is what the interviewer is trying to gauge. How anyone approaches building relationships while proving a strong work ethic at the same time is a tricky balancing act.
Written by Kevin Downey on February 9th, 2022
How to Answer
In this hypothetical situation, you'd want to express that you are grateful for the opportunity, and honored that they chose you for the position. So you've proven yourself to the extent that they chose you for the position, but the other members of your team have not interviewed you, so you still have a lot to prove to them. This requires humility as you learn the ropes. So express that you would be keen on learning all there is to learn, and an eagerness to prove your worth by working hard side by side with the rest of the team.
Written by Kevin Downey on February 9th, 2022
Pro Tip
Making an effort, not just in your new role, but in your relationships with your new co-workers, is key. Learn how things are done. Get a firm grasp of their systems and why they were implemented. Ask questions not just of your supervisory staff, but your new coworkers as well. Prove you're not a sycophant and value your co-workers' input as well. Without their respect, your voice won't be heard. Once you have a broader sense of how they do things, and why they do them, then let your work experience and ingenuity pour in.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I plan to get to know those on my team and prove to them, through my actions, that they can trust me to value their interests and the interest of the company. I treat all my working relationships with respect. We have similar goals, and we trade knowledge to accomplish those goals. Each of us takes part in the company's success, it takes communication to make it happen."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"I am always eager to contribute. But before I can contribute I need to survey the lay of the land. I want to build something whenever I am a part of something. Before I can build anything, I have to take a tour of the home they have invited me into. So I like to ask everyone I am working with to give me their tour. To earn respect, give respect first. That's my approach. Work hard to learn and work hard to get the job done while I'm learning. Innovation comes after."
Written by Kevin Downey on February 9th, 2022
Direct
15. What question should I have asked but haven't yet?
Why the Interviewer Asks This Question
This serves as a great wrap-up question that grants you the opportunity to express anything you would like to share that you feel may increase your chances of landing the job. It serves as a way for both parties to avoid any missed opportunities.
Written by Kevin Downey on February 9th, 2022
How to Answer
Keeping in mind everything covered throughout the interview, from aligning yourself with the company's core values to how your skills are best suited for the position, this is your chance to try to close the deal. Tailor your question to your answer of the selling point that makes you the perfect fit for this job.
Written by Kevin Downey on February 9th, 2022
What NOT to Say
Anything that's inconsistent with the rest of the interview will serve as a red flag. Put yourselves in the interviewer's shoes and ask a question they would've asked but didn't. Be appropriate and filtered.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"One question would be to ask what unique skills I possess that would be an asset to this position. I have high attention to detail like no other, thanks to my photographic memory."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"I would have asked about any non-professional experience I have that would lend itself to this position. You see, I worked at a non-profit as a grant writer and once was lucky enough to be awarded a grant by American Express."
Written by Kevin Downey on February 9th, 2022
Direct
16. Do you have any questions for me?
Why the Interviewer Asks This Question
This will help them not only assess your genuine active interest in working for them but will also clue them into whether or not you are the type of person to ask questions when training for a new job. The more questions you ask, the more enhanced your communications skills will seem, and the more likely you are to be self-guided and successful at your job.
Written by Kevin Downey on February 9th, 2022
How to Answer
You are interviewing them as much as they are interviewing you. So have questions prepared to ask them. They have given you plenty of opportunities to share your accomplishments and toot your own horn. This is your opportunity to do the same for them. You want to hear their pitch, so give them the opportunity to convince you that this may be the job for you.
Written by Kevin Downey on February 9th, 2022
Stay Away From
Don't ask about pay, incentives, benefits, or anything that serves you. You haven't sealed the deal, so don't blow it by effectively asking them what they can give you.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"It sounds like you're really doing some amazing stuff with the American Express Leadership Academy. I'd really like to learn more about that."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"On the website it says AmEx focuses on holistic well-being, putting mental, physical and financial well-being front and center. Can you tell me more about that?"
Written by Kevin Downey on February 9th, 2022
Direct
17. Are you willing to work overtime, nights, or weekends?
Why the Interviewer Asks This Question
Depending on the role you're interviewing for (e.g. a call-center position) you may need to work a variety of shifts. The interviewer wants to gauge how open you are to working other shifts. How you answer this question, direct or evasive, will clue them in to your openness to this, as well as your flexibility.
Written by Kevin Downey on February 9th, 2022
How to Answer
You need to be upfront about the schedule you're willing to work. Don't let this question catch you off guard! Ask discovery questions, or ask to see a sample schedule if appropriate. As you know, you are interviewing them as much as they are interviewing you. This distinguishes you from the herd as a viable candidate simply due to the fact that you are both after the same thing, a good fit.
Written by Kevin Downey on February 9th, 2022
Pro Tip
Interviews are an excellent time to uncover what's expected. Take notes and follow up with questions. When possible, have a notebook or folder containing all your resumes and cover letters that you've sent off to other employers, divided into sections, with notes from each interview in each separated tab. This will not only advertise you are playing the field but are approaching it with an organized systems approach, where you are scaling what each job has to offer, as well as respectfully exhibiting your interviewing skills.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"If you need me to work extra hours or be flexible to work different shifts, I am willing to do it! I'm comfortable working longer hours as needed. Do you have a sample schedule that I could see?"
Written by Elisabeth Walter
2nd Answer Example
"I've no issue working a variety of shifts. I'm flexible, but I think it's important that flexibility is a two-way street. I've worked waterfall schedules in the past, where each shift is earlier, often with 8 hours or fewer in between each shift. 8 hours between each shift never allot enough time for basic needs, like 8 hours of sleep and time enough for proper meals. That scenario is proven to lower productivity and decrease quality of work. I have a lot of integrity and pride myself on my quality. The last thing I'd want to do is overpromise and under-deliver. So I'm definitely open to doing whatever is needed to perform at my best. If you need me to work any shift, that's fine, as long as it's sustainable."
Written by Kevin Downey on February 9th, 2022
Discovery
18. Explain to me something that you feel is complicated.
Why the Interviewer Asks This Question
This question is designed to test your communication skills. Your example is less relevant than how effectively you are able to communicate it.
Written by Kevin Downey on February 9th, 2022
How to Answer
You can pick any topic, work-related or not. Just make sure you're effective in how you relate this concept. Perhaps choose a topic you have had a high success rate in explaining in the past. The key to this question is in how you relay your information, taking a difficult concept and communicating it effectively with ease.
Written by Kevin Downey on February 9th, 2022
Stay Away From
Try and steer clear of super complicated topics. You aren't familiar enough with the interviewer yet to know how they might receive the information. Find a topic or concept that they might already be familiar with, and can confirm is a difficult concept to explain. Or choose something you are confident you can effectively explain universally. Try not to get too carried away with the challenge of the concept. Focus instead on your effective communication skills and try to bring that to light.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I feel like non-defensive communication is a tough concept for many people to grasp. Word choice and perspective are everything when trying to communicate non-defensively. Especially in the workplace, where an individual can feel vulnerable at any given moment. Everyone wants to take pride in their work, and when a situation arises where something breaks down, the last thing any member of the team wants is to be blamed, which can bruise their pride. Finger-pointing or blame will trigger defensiveness. But to observe the situation, to identify where the communication breakdown occurred, and to remove blame will identify what went wrong without placing blame. That's why we call them growth opportunities. To say, 'Hey, Chris--I noticed this happened, and wanted to talk to you about it and examine what happened.' So many of these situations boil down to communication. So non-defensive communication is integral to enhanced communication. If the defensive component is removed, then all that's left is communication."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"I think credit card reward points are a complicated subject for many people to navigate. I know Amex rewards are at the top with their rewards programs. But where and how to redeem points is pretty complicated. More than anything, I think it just takes time to research and compare what the value is for one reward versus another. Using Amex points through their travel portal offers the biggest bang for your buck than transferring those points to gift cards or other perks. You want to examine a point's worth from one perk to another, and find which reward option offers the worth of a penny or more per point. But to take any complication out of it and to keep it simple, just call Amex and let their outstanding customer service team help."
Written by Kevin Downey on February 9th, 2022
Discovery
19. Why do you want to work for American Express?
Why the Interviewer Asks This Question
You may have done a great job of customizing your resume and cover letter to each and every submission. However, just because you know how to market yourself doesn't mean you're a good fit. They need to know if they are the right company for you, or a means to an end. They want an employee who has the skillsets for the position, similar core values to their company or mission statement, and a personality match for the culture of their brand and their team. They are looking to build a relationship. They need to know if you're looking for the same, versus just looking for a job.
Written by Kevin Downey on February 9th, 2022
How to Answer
We cannot stress enough the importance of doing your homework. Researching the company online will help uncover what employees are saying as well as their reputation. Discuss what impressed you. Integrity, respect, and quality are among a list of values you can find on their website's careers page. They care about their employees and their personal goals. It helps to talk about how much you want to grow personally and professionally and to identify precisely how the company will help you achieve your goals. Researching the company's values will help you tap into their universal appeal!
Written by Kevin Downey on February 9th, 2022
The Goal
American Express wants individuals who strive for success and also those who are motivated and goal-oriented. They also want people who are impressed with what the company has to offer. American Express is recognized as one of the best multinational places to work, which means you have a fantastic opportunity in front of you!
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I want to work for American Express because you are the undeniable giant and leader in the financial world. AmEx is a billion-dollar business, and there are endless skills that I will gain from a career here, not to mention the notable reputation you have for building your staff to be the best of the best in the multinational financial services industry."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"I took a look at the website, at the company's core values and mission statements, and so many of the points there resonated with me. Integrity and respect are also my core values. I am very goal-oriented, and it's my goal to work at a company that would value these traits in me. Job hunting is a numbers game. But I'm not just looking for any job. The culture of a brand is important to me. Wherever I end up working, I want everyone, and myself, to be happy that I'm there, and that takes ensuring it's a good fit. It's why we're both here, having this interview right now. I wouldn't be here if I didn't feel like it was a good fit."
Written by Kevin Downey on February 9th, 2022
Discovery
20. What are you hoping to learn in this position at American Express?
Why the Interviewer Asks This Question
They're trying to determine if your goals match the company's goals. They are also trying to determine if supporting your development would be mutually beneficial. They're also trying to gauge how interested you are is in growing and determining if they can support your development. American Express is interested in supporting and fostering employee growth over the long term.
Written by Kevin Downey on February 9th, 2022
How to Answer
Do your research and align your goals to their goals. The keywords here are 'mutually beneficial.' Detail what you uniquely have to offer that makes you a perfect fit for this position. Likewise, determine what Amex offers which makes them perfect for your career growth.
Written by Kevin Downey on February 9th, 2022
What NOT to Say
"Amex makes credit cards, and their point systems seem pretty great. I've never been good with money. I'd like to learn how to be responsible with a credit card, and how to rack up rewards and points. If you happen to have a credit card application with you, I'd fill it out."
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"In my work experience, I have always been an advocate for inclusion and diversity. I consider myself an advocate for equal rights and equal opportunity everywhere. I would love to work for and learn from a company that has a long history of inclusion. I'd love to be immersed in a work culture that fosters such inclusion and growth."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"I believe innovation and outside-of-the-box thinking is the surest way an individual or a company can grow. I've worked for companies that claim they strive to foster innovation, but they weren't the most diverse or inclusive environments. They weren't recruiting or hiring outside of the box, and the demographics of their teams were proof of that. I would love to learn from a company that not only talks the talk but walks the walk. I want to see what true innovation looks like. I consider myself an innovator. The only way I can grow beyond what I've learned is being in an environment that's proven to provide a unique learning experience."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"I am hoping to learn the application of machine learning in financial services. Ever since I moved to New York City, I started to pay more attention to finance. Then I realized that a good financial system can help people live better and support businesses substantially. And now I really want to join a leading financial institute like Amex to learn and build innovative solutions for financial services."
Written by an Anonymous User
Our Professional Interview Coach
Stephanie Cafaro Reviewed the Above Answer
This is a great start, but I suggest highlighting specific skills that you're hoping to learn in the position. Can you comb the job description and add in a skill or two that you're hoping to learn or better develop?
Discovery
21. What is your definition of teamwork?
Why the Interviewer Asks This Question
Teamwork is an important aspect of the culture of their brand at American Express. This question is designed to gauge how aligned your approach and philosophy are with theirs.
Written by Kevin Downey on February 9th, 2022
How to Answer
Focus on the collaboration involved in teamwork. The old adage, "There is no 'I' in team," should be driven home in your answer. Treating the members of your team with dignity, respect, and recognizing and rewarding their efforts is paramount.
Written by Kevin Downey on February 9th, 2022
Pro Tip
American Express states on their website, We view each other as colleagues--part of the same team, striving to deliver the brand promise to our customers and each other every day. Individual performance is essential and valued, but never at the expense of the team.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"Everyone brings something to the table and a unique lens through which they approach their work. When we reach that goal, it is with gratitude to the others in our collaborative effort. It's being a part of something bigger. We're all working towards the same goal."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"Teamwork is more than reaching a common goal everyone is working towards. It's about placing everyone in a framework where each and every member of the team gets to shine. When every person gets to shine, their unique talents are part of a greater collaborative effort. When every contribution helps us achieve our mutual goal, that's my idea of teamwork. And it feels just as good as the singular achievement of one person, because everyone is recognized, and no one is left behind."
Written by Kevin Downey on February 9th, 2022
Discovery
22. Who inspires you?
Why the Interviewer Asks This Question
Asking who inspires you will offer insights into what qualities in others you admire, what inspires you, and what motivates you as an employee. Your answer will help them assess how well you would fit into the culture of their brand.
Written by Kevin Downey on February 9th, 2022
How to Answer
Connect the dots for them. Break down not only who inspires you, but why, and how this role model has helped you along your career path. Also, examine how closely you feel your character is aligned with your inspiration.
Written by Kevin Downey on February 9th, 2022
Pro Tip
Before answering this question, look at the American Express "career" page to discover the qualities they are looking for in individuals. By using some of these traits as a guideline, think of some people who have inspired you, embodying some of these same characteristics. Inspirational people motivate us to keep going when we feel like giving up. They're passionate and driven, accomplishing goals that seem impossible, starting new ventures with new ideas that change the way we view the world. You can talk about a mentor, family member, or even a celebrity who has inspired you in your career.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"Steve Jobs really inspires me. He lived his life with a singular vision that revolutionized how we communicate. He stayed true to his vision."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"Elenor Roosevelt is a true inspiration. She never sold out and had a huge impact on our society in such an enduring way. Despite what was thrown her way, she never backed down. She was a true hero, helping the less fortunate, and held the highest form of integrity."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"Elon Musk really inspires me. I am inspired by his attitude of not being afraid of making mistakes. Keeping a positive view of mistakes, trying to fix mistakes, and turning mistakes into advantages. I am also inspired by his great time management. He has to run several companies at the same time; Tesla SpaceX, and also a boring company. He is able to balance these challenging tasks. In addition, he is a genius inventor that breaks the tradition. He used his talent to broaden the limit of human society."
Written by an Anonymous User
Our Professional Interview Coach
Stephanie Cafaro Reviewed the Above Answer
This is a thorough response! Are there specific aspects of Elon Musk that you'd like to emulate? Sharing them here could be helpful!
Discovery
23. Tell me about a time when you received excellent customer service.
Why the Interviewer Asks This Question
This question falls under the umbrella of the golden rule, "Treat others the way you want to be treated." Providing an example of what you consider excellent customer service will offer insights as to the type of excellent customer service you expect yourself to deliver.
Written by Kevin Downey on February 9th, 2022
How to Answer
After so many hours on hold with the cell phone company and no resolution, it can be challenging to think of an example of excellent customer service. However, with all of the services you use and the shopping you do, the opportunities are plentiful! Excellent customer service means merely keeping a positive attitude and taking care of your customer's needs by going a little bit above and beyond expectations. Define what customer service means to you and think of some examples before your interview.
Written by Kevin Downey on February 9th, 2022
Pro Tip
More often than not, people evaluate exemplary customer service to being heard, being validated, and being treated fairly. The idea of what is fair may vary from person to person. But understanding this gives a deeper insight into the adage 'The customer is always right.' This term isn't meant to be taken literally. It more so conveys that good customer service is understanding, relating with, and delivering on expectations. Meeting those expectations equates to good customer service.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I was at the bank recently, and the line was incredibly long. Customers were beginning to get impatient. Right before the bank teller helped me they had assisted several unhappy customers who were all in a hurry. The teller was extremely kind, patient and even asked me about my day. I was impressed that they maintained such a great attitude!"
Written by Elisabeth Walter
2nd Answer Example
"I had to make a call to (XYZ) Inc. I knew what I was in for; long wait times, and having to explain my situation several times to different representatives. I wanted to receive excellent customer service, so to receive that, I had to be the perfect customer. I started by asking each one of them how their day was and thanking them for taking my call. I've worked in a call center, so I explained my work experience and showed them an appreciation for their hard work. I then explained my situation and expressed my hope that they'd be able to help me. Anytime I approach these situations like that, I receive great customer service."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"A few days back I was charged $43 at the local grocery store. The actual amount was only $8.25. since I had the bill, I went back to that store and showed them the bill and the actual bank transaction on my phone. They took 2-3 mins to check their system and immediately issued a refund and apologized for their system fault. Initially, I was amazed but this incident, but the way the store manager handled this issue was amazing. Now they have replaced that self-checkout system with a completely new machine."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Nice! It sounds like the company was quick to realize its error and resolve the situation. Consider concluding your response by indicating this is the type of excellent customer service you would strive to provide as a member of the American Express team.
Discovery
24. Why are you the best candidate for us?
Why the Interviewer Asks This Question
They are going to evaluate your confidence in your own abilities. If you don't come across as believing in yourself neither will they.
Written by Kevin Downey on February 9th, 2022
How to Answer
Now's the time to show off how your skills and traits will impact your new team. Consider answering this question by demonstrating how you have proven yourself in your past roles. For example, you could say, "My communication skills always help me get along with my team, no matter the challenge. I am a good listener, staying positive under pressure."
You may also have mad organizational skills to keep confidential information secure and accurate, a beneficial quality to support any team. Keep your strengths and examples relevant to what they may expect you to accomplish in this new role. Believe in yourself and others will believe in you. Remember, you have so much to offer!
Written by Kevin Downey on February 9th, 2022
Pro Tip
Be humble, yet confident. Steer clear of coming across as arrogant, while conveying your value, and how others have held you in high regard. Offering examples of the esteem others hold for you can go a long way here.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"My communication skills always help me get along with my team, no matter the challenge. I am a good listener and stay positive under pressure."
Written by Elisabeth Walter
2nd Answer Example
"No matter what my position, I am a firm believer that it's my job to make the jobs of those higher up on the chain of command easier. I put my all in, and anticipate the needs of management as best as I can. Anything that doesn't require their attention, I try to handle myself. If there's something that requires their attention, I'll give them a heads up. Whether it's issues with personnel, or something I've picked up on with my high attention to detail, I just try to put my all in. As I figure it, what others would call going above and beyond is just really me doing my job. When my managers say to me, 'you really go above and beyond,' I feel like I'm doing the bare minimum."
Written by Kevin Downey on February 9th, 2022
Discovery
25. How would your former employer describe you?
Why the Interviewer Asks This Question
The interviewer is interested in your personality and how you will fit with the team. As you prepare for this question, picture a few scenarios that have occurred in your current or previous position.
Written by Kevin Downey on February 9th, 2022
How to Answer
When struggling to think of examples, think about qualities you enjoy in your co-worker, and see if they are self-applicable. If you encourage and motivate your co-workers when they are having a bad day, mention that. If you're carefree and fun-loving with your friends on the weekends, but at work, you're focused and professional, say so.
Written by Kevin Downey on February 9th, 2022
Pro Tip
It is important to grant insights into your personality and the qualities you exude, but it is also important to offer glimpses into your professionality as well as your personality. Slip in references to your work ethic as well.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"My last manager and I had a close relationship. She appreciated all of my efforts when it came to working overtime and taking my work home when required. I believe she would describe me as unique, reliable, and energetic."
Written by Elisabeth Walter
2nd Answer Example
"I think my last employer would say I was a lot of fun to be around when you could capture my attention. When I'm working, I'm in the zone and my external environment vanishes. It's not uncommon that I realize someone has been standing there asking me a question, and I was just so focused I didn't see them standing there. When I'm not at my desk, or in the break room at lunch, I can be the life of the party. But when I'm working, nothing can distract me."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"My former employer maybe describes me as an available hard-worker because he appreciated all of my efforts when he assigned me some extra work or if I could help my colleagues for difficults requests. I think he would describe me as energetic, attentive to details and reliable."
Written by an Anonymous User
Our Professional Interview Coach
Lauren McCabe Reviewed the Above Answer
This is a great response! You are establishing individualized skills that can set you apart from other candidates. I assisted with minor grammatical edits.
"My former employer would describe me as a hard-working, reliable employee. I was often asked to take on additional assignments and assist colleagues with difficult requests. My manager heavily relied on me because I had consistent energy, attentiveness, and dependability within our department."
Discovery
26. How will you make a difference at American Express?
Why the Interviewer Asks This Question
This question is similar to "Why should I hire you," and gives you a chance to toot your horn. They will be evaluating how well you market yourself and if you'll seize the opportunity when they give you this question. It will also help them assess how familiar you are with the role at their company for which they're considering hiring you.
Written by Kevin Downey on February 9th, 2022
How to Answer
The most important thing you can express at this point in the interview is that you are unique and have the qualities that will enhance any team you work on. Share your past accomplishments related to what you will be doing in this new role. Talk about how you took a more innovative approach to problem-solving and how you supported your team under pressure.
Written by Kevin Downey on February 9th, 2022
Pro Tip
Think of qualities that make you an asset, advertising you as the sort of employee they cannot live without! Studying the job post, as well as their core values and keywords on their site, and the similar qualities they advertise they are hunting for in the listings of other positions. Align your answer as best as you can with what they're looking for, when applicable.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I work hard and keep my pace going. I am pretty good at not getting trapped in conversations with coworkers who have tendencies to look for distractions from their work. I am polite and courteous, but don't get ensnared. I do my best to lead by example, whether I am in a leadership role or not. This is easy for me to balance with being good for morale. I am consistently happy-go-lucky, get along with everybody, and work hard."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"I'm always looking for opportunities to improve systems and workflow. I'm a firm believer that every system should make our jobs easier to perform. I don't believe in taking shortcuts. Doing the job the right way should be faster than any shortcut can offer. So I guess I look closely at the foundation first. A strong foundation or a solid foothold is the first step to sustainable innovation."
Written by Kevin Downey on February 9th, 2022
Leadership
27. In a supervisory role, how do you motivate your team?
Why the Interviewer Asks This Question
This will help them assess your leadership style. On one extreme you might have a supervisor jump down in the trenches and work hard and fast beside their team to lead by example and set the pace, whereas on the other extreme they might incentivize by bringing a box of donuts in every day. They want to ascertain where you fall on the scale.
Written by Kevin Downey on February 9th, 2022
How to Answer
To lead is to inspire others to follow. Getting others to follow takes an ability to get others to trust you as the person who can get them from point A to point B. This takes exhibiting confidence in your own abilities and rallying the trust of others. Think of examples where you inspire, drive, and reward the success of your team.
Written by Kevin Downey on February 9th, 2022
What to Avoid
Micromanaging can be damaging to morale, and providing costly perks can negatively affect the manager's expense account. Avoid those kinds of examples, as they don't necessarily exhibit the traits of a leader.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I first breakdown, either one on one or in a group setting, what needs to be accomplished. I explain why we are working towards the goal, as well as how we are going to go about it. I then offer everyone an opportunity to ask questions. Once I know everyone is on the same page, I assign tasks based on everyone's skillsets to ensure the work they perform gives them a sense of accomplishment and self-worth. I mark on my calendar when to follow up. I'm transparent with the reasons for my check-ins, so no one feels singled out, and if I notice anyone is falling behind, I do what I can to help their productivity, or recruit those who are ahead of the game to help those who aren't. Anything I can do to set the pace and make sure no one feels left behind."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"I work side by side with them, doing what I can to create a positive environment. I'd rather be respected than feared. If they respect me, I know I'm a motivating force. If they fear me or dread having me around, I know they're not going to perform well when I'm not around."
Written by Kevin Downey on February 9th, 2022
Leadership
28. How would you address an employee who is underperforming?
Why the Interviewer Asks This Question
Any insights they can glean from your leadership approach will help them determine your impact on your team. Not only can the poor performance of an employee negatively impact the rest of the team, but how you handle that challenge has the potential to make matters even worse.
Written by Kevin Downey on February 9th, 2022
How to Answer
Craft your example around the core values of the company, treating others with respect and doing what is right. This requires empathy, integrity, and transparency.
Written by Kevin Downey on February 9th, 2022
What NOT to Say
Avoid strict, by the book answers, such as following the formula of 'I give them two verbal warnings, the one write-up, then a second, and if they get a third, they're fired.'
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I would first consider the source, whether their underperformance is something I noticed or something brought to my attention by another. I'd watch from a distance, gather more information, and proceed accordingly. If it did get to the point where I had to intervene, I would give the employee who was struggling the chance to explain. I'd tell them what I observed, and explain to them I gave them the opportunity to see if the issue was recurrent or self-correcting. I'd then ask them for further insights and proceed from there. I'd offer help in any way I could. If no marked improvement happens, that will require further conversation or corrective measures."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"I'm a firm believer in delivering prompt, often, and specific feedback. Whether negative or positive feedback, it should always follow the formula of P.O.S. Otherwise, it's all just hearsay, with no tangible examples, or if delayed, those examples can be warped out of context. Anytime a course correction needs to happen, it should be pointed out before the ship is steered way off course."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"If I am the Manager of the employee and I have evidence that the employee is underperforming, I would talk to them and understand if they are going through any tough times or need any kind of help, Basically, I would help them to the extent I can. If I see no improvement and it impacts my team's performance then that matter definitely needs to be pointed out."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
You do well to indicate that you would approach this situation from a position of understanding, with a desire to assist the employee as much as possible. Nice work!
Leadership
29. How do you make difficult decisions when you're in a leadership role?
Why the Interviewer Asks This Question
This will offer insights into your leadership style. Your approach has the potential to positively or negatively impact a business. They want to evaluate where you fall on the scale of being an asset versus a liability.
Written by Kevin Downey on February 9th, 2022
How to Answer
Making decisions under pressure will always be tough, especially when you have a team under you. As a leader, you are expected to make wise choices for the good of the team and the company. Express your thought process by explaining the factors you consider when making an important decision. Think about how you weigh the pros and cons. If you need to do further research or talk to a manager for a second opinion, explain why. The interviewer wants to understand your thought process to see if you would be a good fit for the team. List three different factors you consider when deciding.
Written by Kevin Downey on February 9th, 2022
Pro Tip
Facing a difficult situation can feel overwhelming. Task paralysis is defined as feeling stuck when unsure how to navigate or tackle an overwhelming task. The first step to handling a difficult decision is by diving in. Gather information, determine a strategy, and begin.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"When making tough decisions, I first figure out who this affects, and what the repercussions are. Then, I research to see if someone has solved successfully this problem before. Leaning on previous cases from other leaders can be very helpful as a leader."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"With integrity, and trying to be as informed as possible utilizing all the resources at my disposal. Being a leader takes courage to navigate difficult challenges. When I'm in a leadership role, I trust myself, and act accordingly, keeping in mind those who've entrusted me with the job. I do my best, with empathy, humility, and confidence in my ability to do the right thing."
Written by Kevin Downey on February 9th, 2022
Leadership
30. As a leader, what bothers you the most about your staff?
Why the Interviewer Asks This Question
Doing your best comes easy when things go your way. They want to assess how you cope and channel your frustration in a team environment.
Written by Kevin Downey on February 9th, 2022
How to Answer
The point here is to stay positive. You want to exude a sense of emotional maturity and that you have a firm handle on your emotions.
Written by Kevin Downey on February 9th, 2022
What to Avoid
Avoid negative words or situational examples that come across as negative. Avoid singling out anyone in particular when framing your example. Stay general in your example and remain positive.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I try to be ever vigilant in enhancing communication. So, it frustrates me when someone's vulnerabilities, for whatever reason, results in assumptions, dissent, or a communication breakdown between staff and management. Let's say an employee had a bad fight with their spouse on their way to work or some other issue in their lives has caused them to experience unhappiness. Being pulled into too many directions, that unhappiness ends up projected at work. Whenever I identify this, I try to redirect it and help in any way that I can. I want our work environment, our team environment, to feel like an escape from those external pressures. It's frustrating, it's a part of life, and sometimes a part of the job."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"It frustrates me when micro-breaks aren't being used. I encourage my team to take micro-breaks, and more often than not, I feel like I'm pulling teeth trying to get them to take them. That's one reason I love the model of bringing your pet to work. It's good to have a stress reliever that proves as an incentive to take a micro-break. It's proven to enhance productivity and prevent burnout. So, it's frustrating for me that employees everywhere struggle so hard to do something that not only is good for them, but it's also something they want."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"When I assign a task, I want it to be completed within the required time limit unless there is some unavoidable situation."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Good answer! As a leader, it is a realistic expectation that staff are completing the work that is assigned to them by the agreed-upon deadline. Consider including an example that demonstrates how you have dealt with staff in the past who fail to complete tasks and meet their deliverables, while also highlighting your qualities as a leader.
Leadership
31. Tell me about an idea or change you implemented in your past job?
Why the Interviewer Asks This Question
You may have come up with a plan to save the company money or noticed a problem and came up with a solution. It's one thing to be full of great ideas, but making them happen is a whole other ballgame. Detail your approach. Define the research you conducted to come up with your solution. Relate how you approached your supervisors with your idea and how you quantified your data.
These components are what they're looking for to determine whether you'll be a desired asset to their company.
Written by Kevin Downey on February 9th, 2022
How to Answer
Think about the little things you have done that have helped boost employee morale or made a difference in your team! Give an example and be specific about what you did and how it affected the company. It doesn't need to be dramatic, but it can be.
Written by Kevin Downey on February 9th, 2022
Pro Tip
Change can be profound or incremental. The goal is to confidently exhibit your strengths and to market to all potential employers what you have to offer.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I noticed that the company was throwing away glass bottles and paper products, so I suggested they start recycling. I talked with the CEO and announced the plastic bins I put out in the copy room and cubicles. Everyone was happy that I made the suggestion and took action to make it happen!"
Written by Elisabeth Walter
2nd Answer Example
"We were using an overpriced vendor for our office supplies. I knew someone who managed an office supply company, and I was able to negotiate a bulk buyer's discount for our company while cutting out the vendor. Our annual savings allowed us to readjust our company budget in innovative ways."
Written by Kevin Downey on February 9th, 2022
Leadership
32. What does leadership mean to you?
Why the Interviewer Asks This Question
The interviewer wants to assess what kind of a leader you are or what you perceive effective leadership as being. This will not only clue them into how you deal with those in positions of authority. It will also inform them on how responsible you would be in a leadership position.
Written by Kevin Downey on February 9th, 2022
How to Answer
American Express prides itself on inclusion, teamwork, diversity, and equality. Customize your answer to these qualities. Leadership should be viewed less as a position of power and more so a position of responsibility.
Written by Kevin Downey on February 9th, 2022
Stay Away From
Steer clear of us versus them statements. Avoid any elitist perspectives. If not in a leadership position, describe the qualities you find most admirable.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"Leadership should be altruistic. We should never seek it out, it should be earned. In my leadership roles, I've always said to my staff that I don't consider myself any better than any of them. We're all equals. The only difference is that I have more responsibilities, a different pay grade, and a different function on the team. Inside and outside of work, we're all people, all equal."
Written by Kevin Downey on February 9th, 2022
2nd Answer Example
"Everyone has different talents and skills they bring to the team. A person in a leadership role is using their talents to direct, navigate, and coach. It's a job. But we're all on the same team."
Written by Kevin Downey on February 9th, 2022
Operational
33. How do you manage your time?
Why the Interviewer Asks This Question
Effective time management assists in pre-emptively managing stress, workflow, preventing burnout, and how one's work life and personal life affect one another. How you answer this question will offer insights as to how effective you are at your job.
Written by Kevin Downey on February 9th, 2022
How to Answer
The perception you are aiming to convey is that you have realistic expectations of what you can accomplish in any given time frame when setting goals and meeting those goals. Evaluate what a workday, workweek, or a longer period consists of. Each component is a piece of the puzzle. Ponder how you get all the pieces of the puzzles to fit between work life and your personal life. Whether you set out your clothes the night before you get ready for work or track and manage your calendars well, outline the system you have.
Written by Kevin Downey on February 9th, 2022
What You Should Say
Without a calendar, a planner, and a to-do list, you'd be running around the office with your head spinning! These tools are necessary to stay organized and focused on today's busy work environment. Give examples of some of the ways you manage your time using tools or methods that have proven to help you be more successful in your job. You could tell them you schedule a five-minute 'sanity' break every two hours to help refresh your mind and keep you moving steadily ahead. Show off your flexibility by showing how you factor in changes to your schedule, traffic, or last-minute meetings!
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I manage my time by ensuring my calendar is always up to date and that I check in with my team often, to ensure we are all running on time with our projects. Staying organized also means keeping my office and files organized, and not allowing my desktop to get too cluttered. I also use a variety of productivity apps such as Trello and Google Docs."
Written by Elisabeth Walter
2nd Answer Example
"Time management is a skill. When I was younger, I had unrealistic expectations of what I could accomplish in a given timeframe. I'd have a list of 7 things and I'd think I just wake up early and get to work and by the end of the day, they'd all get done. But when I got into it, I'd find I could only realistically get the first item done in one day. I wasn't breaking each task up into the smaller tasks it takes to reach any one goal. When you don't break a task down into all its steps, it's hard to envision how long it will really take to accomplish. So now I break everything down, look at the time I'm given, and how to maintain my focus and momentum, and structure my time and what I am trying to accomplish accordingly."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"I manage my free time and business time with PC programs and smartphone notes. At work, Excel and PC notes, are beneficial because I can administrate job's tasks, procedures of customers caring, and any requests of Team Leader or colleagues. These tools give me the chance to redefine my sets in such a way that I can be ready for last-minute work commitments."
Written by an Anonymous User
Our Professional Interview Coach
Lauren McCabe Reviewed the Above Answer
This is a great response. You are demonstrating organization in your personal and professional life. Being resourceful and reliable are great traits every Hiring Manager is looking for. I suggest adding language around some of your core strengths.
"I consider myself a punctual, organized, and reliable individual. I utilize resources and applications to help me time manage my personal and professional lives. At work, I use Excel and PC Notes to manage my administrative duties, procedures of customer care, and requests made by Team Leaders and colleagues. I have created a great system to prioritize my day, which allows me to be ready for unforeseen or last-minute tasks and commitments."
Situational
34. Tell me about a time when you had a conflict with a co-worker. How did you deal with it?
Why the Interviewer Asks This Question
This behavioral question will offer a meaningful glimpse into your personality. Its aim is to reveal how well you deal with those in a position of authority, and how well you play with the rest of the team. The interviewer needs to know if you respond defensively to situational conflict, or approach such instances diplomatically, working swiftly towards a communal end goal. Are you part of the problem or part of the solution, is what they are after.
Written by Kevin Downey on February 9th, 2022
How to Answer
When an interviewer asks you how you deal with conflict, focus your example on the solution rather than the problem. Always focus your example on the situation and never focus on any one person as the source of the conflict. Let's say you were working on a group project and you had a disagreement with someone on your team. Explain the steps you took to work through it. Taking a thoughtful approach by listening to the opinions of others first is always a good place to start! Show that you took the initiative and stayed calm to resolve the situation!
Written by Kevin Downey on February 9th, 2022
What NOT to Say
"There was this one jerk whose cubicle was right next to mine. They kept playing their music. I kept asking them to turn it down. This went on for weeks, and we fought about it. Finally, my supervisor moved them to another cubicle. But I think they were out to get me because the person who ended up next to me kept smacking their lips and clearing their throat. So annoying! Finally, I got my own desk away from everyone else. But after a while, that stank too. It was out in the warehouse and the roof kept leaking on my desk chair, and on me when I was sitting in it! Clearly, they don't appreciate what I have to offer, so here I am."
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"After much discussion with the group over a controversial topic, I suggested we come to a compromise. I wrote down on a whiteboard the pros and cons of some of our ideas to help us see what our options were to solve the problem."
Written by Elisabeth Walter
2nd Answer Example
"A recent policy change went into effect. The person who shared my cubicle was grousing about it, casting shade on the policy. I didn't agree with their perspective and didn't feel their negative outlook was doing them any good. Instead of bringing it up to my coworker, I stopped my supervisor the next time they happened by. Without naming any names, I told them the policy wasn't being perceived well by some. I asked several questions as to why they implemented the policy change. This allowed our supervisor to correct the misconception, framing it in the positive light it deserved. Change can be hard, but not all change is bad. After the supervisor finished and left, my coworker thanked me for clearing it up."
Written by Kevin Downey on February 9th, 2022
Situational
35. Tell me about a time when you had to tailor a solution to a customer.
Why the Interviewer Asks This Question
They are trying to evaluate your commitment to customer service, and how well suited you are to this role. Just because you have a background in customer service doesn't necessarily mean you deliver an exemplary customer-centric experience.
Written by Kevin Downey on February 9th, 2022
How to Answer
Most companies have specific solutions they offer customers when an issue arises. Sometimes, despite your efforts, you can't meet their needs and need to get creative. American Express values those committed to their customers and able to innovate. If you haven't done this before, give an example of a time you've gone above and beyond. You may have talked to your manager to find a compromise or a hidden benefit that you rarely offer. Think of a challenging situation you resolved. Making the customer happy is your priority!
Written by Kevin Downey on February 9th, 2022
Pro Tip
The most important part of any customer experience is the grand finale. How the customer leaves at the end of any customer experience is what they take with them. That exit moment is the make it or break it moment to brand loyalty. How well you fit into the culture of their brand, and how well you deliver that grand finale experience, is what you want to convey.
Written by Kevin Downey on February 9th, 2022
1st Answer Example
"I recently had a customer who was several weeks past the return policy timeframe; however, she had some medical issues and a few other circumstances that were a touch unusual. I decided to extend the policy and issue her a refund, with the expressed permission of my supervisor, of course. It's important to have rules, but it's also important to express some flex when needed, within reason."
Written by Elisabeth Walter
2nd Answer Example
"There was a customer who ordered a product from us that had a lifetime warranty. Unfortunately, the product they wanted to be replaced was no longer supplied by our company. I offered them credit for anything else in our catalog, but they weren't interested in any of our other products. They just wanted the product replaced. I made several calls to all of our warehouses worldwide and was able to locate a replacement item, even though our systems indicated we had no inventory. It took some time to track down. I waved the cost of shipping, explaining if anything should happen to this replacement, a credit would be the only thing we could offer. They understood and were grateful."
Written by Kevin Downey on February 9th, 2022
User-Submitted Answer
"I recently had a customer that couldn't use the internet service, due to a calamity, and he continued to pay bills. He demonstrate me, also, that his products have broken so, under expressed permission of my team leader, I decided to send him new products for free and to apply for temporary benefits. It's important to follow the company rules, but it's also important to have some flex when needed, in such way that retains customers."
Written by an Anonymous User
Our Professional Interview Coach
Lauren McCabe Reviewed the Above Answer
This is a very solid example. You remained within the confines of your company's policies and procedures, while upholding great customer service. Great job! I assisted with minor edits - see below.
"I recently worked with a disgruntled customer who was not using one of our services but continued to pay the bill. The customer had broken products as well, creating further dissatisfaction. I contacted my Team Leader to work out a swift solution. I was advised that providing free products and temporary benefits would be approved. I followed the chain of command to stick to our policies and procedures while ensuring great customer service. Retaining customers is vital, so I try to be as flexible as I can within the confines of policies."