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American Express Interview
Questions

25 Questions and Answers by Rachelle Enns

Updated August 21st, 2018 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Job Interviews     Companies     Money     Credit Card Services    
Question 1 of 25
Are you willing to work overtime, nights, or weekends?
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How to Answer
If you are interviewing for a call center type of role, chances are you will need to be open to working a variety of shifts. When you start a new job, you need to be upfront when it comes to 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. Interviews are an excellent time to uncover what is truly expected of you. If you're not sure what type of schedule they will want you to work, then you need to ask! Or make a note to ask about it at the end of the interviewer. Use your best judgment!
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1.
Are you willing to work overtime, nights, or weekends?
If you are interviewing for a call center type of role, chances are you will need to be open to working a variety of shifts. When you start a new job, you need to be upfront when it comes to 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. Interviews are an excellent time to uncover what is truly expected of you. If you're not sure what type of schedule they will want you to work, then you need to ask! Or make a note to ask about it at the end of the interviewer. Use your best judgment!

Rachelle's Answer
"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?"
2.
Why are you the best candidate for us?
Now is a time to show off how your skills and traits will make a difference on 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 you may be expected to accomplish in this new role. Remember, you have so much to offer!

Rachelle's Answer
"My communication skills always help me get along with my team, no matter the challenge. I am a good listener, staying positive under pressure."
3.
Tell me about a time when you had a conflict with a co-worker. How did you deal with it?
As a general rule of thumb, when an interviewer asks you about how you deal with conflict, focus your example on the solution rather than the problem. 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!

Rachelle's Answer
"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."
4.
How do you create a good work/life balance?
American Express strives to create an environment that supports a healthy work/life balance for its employees. Explain how you balance your life in your current or past roles. Talk about how you stay organized. The more methodical you are about your work, the more room in your schedule for happy hours and football games. Share a few tools you use to stay organized an on-time, like using a day planner, online calendar or to-do list. Then be sure to 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.

Rachelle's Answer
"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 energizes me such as going for a run, hiking in the mountains, or taking a bike ride."
5.
How do you earn the respect of a new team when you start a new job?
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. However, there are a few things you can do to help facilitate the process.

First, make an effort! Not just in your new role, but in your relationships with co-workers. Ask the guy in the cubicle next to you to have lunch with you. Ask people questions about how things work and what they like about the company so far.

Rachelle's Answer
"I plan to get to know those on my team and prove to them, through my actions, that they can trust me to have their interests, and the interest of the company, top of mind. All of the colleagues I have worked with have shared a very respectful relationship with me. We have similar goals, and we exchange knowledge to accomplish those things to the best we can. Each of us has a part in the company's success, and we utilize communication to make it happen."
6.
Tell me about an idea or change you implemented in your past job?
You may be full of great ideas, but making them happen is a whole other ballgame. You may have come up with a plan to save the company money or noticed a problem and came up with a solution.

Give an example and be specific about what you did and how it impacted the company. It doesn't need to be dramatic! Think about the little things you have done that have helped boost employee morale or made a difference on your team!

Rachelle's Answer
"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!"
7.
Tell me about a time when you had to tailor a solution for a customer.
Most companies have specific solutions they can offer customers when an issue arises. Sometimes you will try everything you can do to satisfy a customer, and you still cannot meet their needs. This is when you need to use your best judgment and get creative.

American Express values those who are committed to their customers and able to think outside the box when they need to. If you haven't done this before, give an example of a time you have gone above and beyond for a customer. You may have talked to your manager to find a compromise or a hidden benefit that you don't typically offer customers. Think of a challenging situation that you were able to resolve to show that making the customer happy is your priority!

Rachelle's Answer
"I recently had a customer who was a big 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."
Anonymous 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."
Lauren's 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."
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8.
If your manager did something to get on your nerves, how would you handle it?
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.

Rachelle's Answer
"I'm pretty relaxed about the little things and wouldn't let it get to me. I try to stay focused on my work and pay little attention to those type of annoyances."
9.
How do you deal with stress?
Working in a busy environment, you can anticipate a fair share of stress. Try not to worry about it. Taking action and learning to prevent it whenever possible helps! Can you prevent stress, you ask? Well, yes! You can learn how to adapt to a changing environment, angry customers by controlling your response to stress.

Sometimes you can't plan out your week entirely, but you can at least learn how to predict some of the changes that occur after being in a job for a little while. You can also practice relaxation techniques, like deep breathing, take short walks during your breaks and use tools like meditation to help you stay calm throughout the day. All of these are preventative actions that will help you to keep calm and carry on!

Rachelle's Answer
"At my last job I use to get stressed out on Mondays because our morning meetings would last so long it cut into my work day, and I 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."
10.
How would you handle a customer who was difficult to please?
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 make up their mind. 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 types of situations that will test your patience and your sanity!

Show you can think outside of the box. Talk about your problem-solving skills to show that you are committed to satisfying the customer whatever the situation.

Rachelle's Answer
"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."
11.
How have you adapted to changes at your previous company?
American Express has changed drastically over the years to adapt to the evolving needs of their customers. They value individuals on their team who can handle change to keep up with their customers and their latest innovations. 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 shifting of your environment.

Rachelle's Answer
"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!"
12.
What motivates you?
When it's crunch time, your to-do list seems never-ending and your boss lets you know he needs another report done by the end of the day, it may be tempting to throw in the towel. It's important to remember what will keep you motivated in those overwhelming 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 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!

Rachelle's Answer
"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."
13.
How will you make a difference at American Express?
This question is similar to "Why should I hire you," and gives you a chance to toot your horn. 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. How will you do this? 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. Think of qualities that make you an asset, someone they cannot live without!

Rachelle's Answer
"Why should I hire you,"
14.
How do you manage your time?
Without a calendar, a planner and a to-do list, you would 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 even 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 into your schedule, traffic or last-minute meetings!

Rachelle's Answer
"sanity"
Anonymous 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."
Lauren's 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."
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15.
How would your former employer describe you?
You may be carefree and fun-loving with your friends on the weekends, but at work, you are focused and professional. 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.

Maybe you are encouraging and motivating to your co-workers when they are having a bad day. Think about some of the qualities you enjoy in a co-worker, like their flexibility, positive attitude or their ability to lead by example!

Rachelle's Answer
"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."
Anonymous 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."
Lauren's 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."
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25 American Express Interview Questions
Win your next job by practicing from our question bank. We have thousands of questions and answers created by interview experts.
Interview Questions
  1. Are you willing to work overtime, nights, or weekends?
  2. Why are you the best candidate for us?
  3. Tell me about a time when you had a conflict with a co-worker. How did you deal with it?
  4. How do you create a good work/life balance?
  5. How do you earn the respect of a new team when you start a new job?
  6. Tell me about an idea or change you implemented in your past job?
  7. Tell me about a time when you had to tailor a solution for a customer.
  8. If your manager did something to get on your nerves, how would you handle it?
  9. How do you deal with stress?
  10. How would you handle a customer who was difficult to please?
  11. How have you adapted to changes at your previous company?
  12. What motivates you?
  13. How will you make a difference at American Express?
  14. How do you manage your time?
  15. How would your former employer describe you?
  16. How do you relate to people at work who are different from you?
  17. How do you make difficult decisions when you're in a leadership role?
  18. Why do you want to work for American Express?
  19. Tell me about a time when your supervisor criticized your work. How did you respond?
  20. Tell me about a time when you received excellent customer service.
  21. Tell me about a time when you demonstrated you were trustworthy.
  22. What is the biggest risk you have taken in your career so far?
  23. Who inspires you?
  24. Tell me about a challenge you have experienced in your life. How did you overcome it?
  25. If you had unlimited funds, where would you travel?
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