American Express HireVue Interview Questions & Answers
Below is a list of our American Express interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
Table of Contents
- 1. Accomplishment Questions
- 2. Adaptability Questions
- 3. Behavioral Questions
- 4. Career Goals Questions
- 5. Communication Questions
- 6. Competency Questions
- 7. Conflict Questions
- 8. Creative Thinking Questions
- 9. Customer Service Questions
- 10. Diversity And Inclusion Questions
- 11. Experience Questions
- 12. Honesty Questions
- 13. Job Satisfaction Questions
- 14. Performance-Based Questions
- 15. Problem Solving Questions
- 16. Stress Questions
- 17. Teamwork Questions
Accomplishment
1. What would you consider your greatest achievement?
Focus Your Answer On
The aim of this question is to assess how you weigh your accomplishments against your career goals, while contrasting your example against their standards and expectations. Their aim is to evaluate whether your accomplishments exceed expectations or meet the status quo. Avoid exaggerating or telling the assessment vendor what you think the recruiters will want to hear. This will come across as disingenuous and, more often than not, will be flagged by the HireVue algorithm.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
HireVue uses proprietary machine learning algorithms that analyze data points throughout your video interview, later allowing the company's hiring authority to evaluate those points and your perfomance. These data points include your non-verbal cues, such as facial expressions, eye movements, body movements, clothing details, and vocal nuances. Make sure to speak clearly and avoid speech crutches and long pauses while keeping it natural. Show your personality. Wear professional clothing appropriate to the role. Maintain eye contact with the camera as if you're speaking face-to-face with a person (while avoiding looking at yourself on the screen). Try to present yourself as a professional in every way.
Written by Kevin Downey on August 30th, 2022
Answer Example
"It may sound corny, but sitting here in this interview with you? The fact that we are here right now means that I have achieved all the goals required in my five-year plan to have gotten me to this point in time. I've never reached this point before, so in all honesty, this is my greatest achievement to date, from a big picture point of view."
Written by Kevin Downey on August 30th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Marcie's Feedback
Adaptability
2. Tell us about a big change that happened in your previous position and how you adapted.
Focus Your Answer On
Policy changes, rebranding, and restructuring often unfold throughout the evolutionary growth of any company. For some, change can be challenging and generate anxiety and feelings of insecurity. This question aims to evaluate how you adapt to change or resist change. How you respond will inform them of whether you respond with flexibility or rigidity.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Make sure you come across as relaxed while answering this question. The goal is to communicate your understanding of the expectations of the job. You want to come across as supportive and loyal. When delivering your example, explain that, regardless of the task, you supported the direction the company was going, and kept the needs of the team your priority. Provide any examples of where you fostered enhanced communication skills to get others on board with the messaging behind the change, while not contributing to dissent.
Written by Kevin Downey on August 30th, 2022
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 August 30th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Marcie's Feedback
Behavioral
3. Tell us about your ideal work environment or company culture.
Focus Your Answer On
American Express advertises on their website that they're rated #8 of one of the 100 best companies to work for, that Fortune awarded them one of the most admired companies and the best workplace for diversity and best workplaces for women. Their core values state, "We back our customers and support our communities. We make it by doing what's right. We embrace diversity and stand for inclusion. We do what's right and respect people." There are a lot of great branding statements they make on their career page. Do your research and align your values with theirs. Take notes and zero in on how their environment would be great for you. The assessment vendor will gauge your comfort level by asking you to describe what you are looking for and what you've learned about this position at AMEX. Go into your interview fully versed so that you can effortlessly answer these types of questions with confidence.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
You want to come across as genuine and natural as possible while maintaining eye contact with the camera. The aim is to not look at yourself on the screen to study how well you are performing. So turn on your computer's camera and practice enough times without looking at yourself until you get to the point where you feel you can answer such questions as naturally as possible. Try to incorporate the language of their keywords and branding as naturally as possible into your answers.
Written by Kevin Downey on August 30th, 2022
Answer Example
"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. In all honesty, American Express' work environment fit the bill. I spent some time looking over the website, at the company's core values, and their mission statements, and it all 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. I wouldn't be here if I didn't feel like it was a good fit."
Written by Kevin Downey on August 30th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Marcie's Feedback
Behavioral
4. Tell us something about you that isn’t on your resume or cover letter.
Focus Your Answer On
This is more than a "getting to know you chat", and is far more nuanced that it seems. The less guarded you are about your personal life, the more it shows you'll be able to foster interpersonal work relationships. So find relatable points of common interest. Also, to prevent burnout, employees need to have stress-relievers outside of work to keep their stress levels down and productivity up while at work. So, share any hobbies or interests which advertise additional unique skills that could prove transferable to your role, such as being creative or innovative in your hobbies. This question also evaluates, in part, how balanced your time is with your work life, which could also help them decide how well-suited you are for this role.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Even though you are talking to the algorithm, you want to imagine you are speaking to a real person. After the assessment vendor screens your interview performance, it will be viewed by a recruiter. Try to come across as natural, and make eye contact, exude confidence, and communicate clearly. Turn on your computer's camera and practice. Try not to come across as too rehearsed. This could lead to you sounding apathetic or dull. If you can align your interests with the elements of what this opportunity offers, all the better.
Written by Kevin Downey on August 30th, 2022
Answer Example
"In college, I started a diversity and inclusion club, and we got a small sponsorship from American Express. I also volunteered for Habitat for Humanity for 2 months, where we provided help in Puerto Rico after the hurricane. I know that American Express has done a lot of work trying to empower underrepresented communities, especially concerning advanced climate action and solutions. I am very passionate about these things, which is in part why I was drawn to this position."
Written by Kevin Downey on August 30th, 2022
Behavioral
5. Tell us a little about yourself.
Focus Your Answer On
This question aims to assess how well your personality will fit in with their culture. Your answer will clue them into your passions, hobbies, and job-centric interests. One of the biggest challenges the assessment vendor and recruiters face in an interview is getting to know the real you. Questions that are icebreakers are intended to get you out of interview mode, and to disarm your defenses and relax. By gauging the real you against your more performative answers, they'll better be able to identify when you're being truthful versus telling them what they want to hear. This will help them better identify any tells you reveal throughout the rest of the interview through your tone, choice of words, and body language, or any other slip-ups. So the goal here is to maintain a consistency in your professionalism.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Effectively communicate your rehearsed brief bio. Share anything you feel is relevant to landing this job. Who you are as a professional, why you are here pursuing this job, where you come from, and according to your career goals where you are going. Share how you weigh success and what success means to you across all fronts; short-term goals, long-term goals, and the big picture. Remember, when your words don't match your gestures, it's your gestures that will be seen as the truth. So maintain eye contact and confident body language, be comfortable, and speak from the heart.
Written by Kevin Downey on August 30th, 2022
Answer Example
"Grew up in a small Old West mountain town, which is now an artist's community in Arizona. It's an old 'ghost town' called Jerome. The old Nineteenth Century bank, with its vault intact, is still there, and long ago it was modified into a home, and that's the house I grew up in. My mom was an accountant, and like her, I always had an affinity for numbers, which eventually led to choosing the course load I did in college..."
Written by Kevin Downey on August 30th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
My career started when I was hired as a Customer Service Officer in ________ where I was trained to work at both the call centre and desk.
After that, I accepted the offer to work for ______ Cruises as a Guest Services Officer handling walk-in guests' enquiries at the front desk, resolving guests' issues to ensure they have a wonderful vacation. In my last contract with ______ Cruises, I was the Assistant Cruise Director who supervises both front desk and back office operations such as live chat and call centre monitoring, teammates training and coaching, guest services recovery and handling customer concerns efficiently. Throughout my career with ______ Cruises, I have received a promotion, three service awards and the development of many essential problem-solving skills.
My hard work, adaptability, organizational skills and my commitment to the work I'm doing helped me grow professionally and develop a great set of hard and soft skills.
I look forward to discussing my skills today and showing that I am one of the best candidates for the role."
Marcie's Feedback
Behavioral
6. What is your greatest strength and your greatest weakness?
Focus Your Answer On
This question asks you to offer a self assessment of your skill level. If you are fearful of coming across as over or under qualified, then you may send the wrong signals. The assessment vendors and recruiters use this question to evaluate how comfortable and confident you are in your skill level. So take a deep breath, and comfortably identify your strengths and weaknesses, and be honest and transparent. Be steady and consistent in your tone and body language when discussing your strengths and weaknesses. This will speak to your skill development and experience.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Think about any self-assessments you may have done with your previous employers. Recall any of your performance reviews and see if any of those growth opportunities can be applied to your answer. When sharing your weakness, your goal should be to display that weakness as a strength. Remain conscious of your body language throughout the interview process. Maintain an even tone when discussing both your strengths and weaknesses. Remain professional and consistent, no more or less enthusiastic when sharing either, is the strategy here.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I can be hard on myself. This often comes up in my reviews. Even the toughest bosses I've had said they don't push me too hard because they know I'm pushing myself harder than they ever would. In the past, this caused me to trip myself up, but I've gotten better at this, and staying focussed on where I need to grow. That, in a way, is one of my strong suits. I am very competitive with myself, so I often evaluate what I could have done better, and always strive to outdo my best."
Written by Kevin Downey on August 30th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
I get nervous before giving a presentation. It is tough for me to relax. For example, I had a non-thesis research presentation during my Master's program. I practiced the speech by speaking aloud many times. This practice helped me to calm my nerves and avoid any unnecessary mistakes. As a result, I did a great job. It's important to me that I overcome my weaknesses, and practicing helps me achieve this goal."
Marcie's Feedback
Behavioral
7. What would be the one thing your previous coworkers would say about you?
Focus Your Answer On
Focus on the positives. Don't reveal anything that would paint you in a negative light. If there were reasons which might sound defamatory towards yourself or others, try to keep those details to yourself. Focus your answer on the impact you had on your fellow teammates. A great attitude can go far here as well. Share your ambition, or any prevalent habits you exhibit that aided your professional development, and those merits which you feel would transfer well to this position at AMEX.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Interviewing is often stressful. Yet sending off any stress signals could betray your narrative. So answer with confidence and be mindful of your nonverbal cues, and try not to reveal any nervous or stressful signals, such as fidgeting, which could include any small movements of your hands or feet, swaying, shifting your weight, rocking or tilting back in your chair, leaning to one side or the other, straightening and freezing your posture, cradling your neck with one or both hands, crossing your arms, cracking your knuckles or biting your nails.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I think they'd 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 August 30th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Marcie's Feedback
Career Goals
8. Why are you leaving your job for this position?
Focus Your Answer On
The assessment vendor's algorithm will evaluate your response for signs of how comfortably you answer this question, assessing your honesty. They are also curious about the terms your employment was severed, amicably or acrimoniously. It's not at all uncommon for a person who was fired, quit, or laid off will try to re-contextualize the conditions of their termination from their previous employment. So, respond thoughtfully to this question and with a respectful tone. Be humble in your answer and avoid defensive posturing, such as furrowing your brow or folding your arms. The key is to present yourself as calm and professional. Keep your answer focussed on your career goals, the growth opportunities you feel lie ahead elsewhere, and any other logistical reasons for exploring your options.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
While preparing for your recorded on-camera interview, keep in mind that your surroundings are also a reflection of you. You'll want your focus to be on you and not on your background. Make sure your space is organized, free of distractions, and is work-appropriate. You want to come across as an organized professional.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I learned a lot in my previous role, and we both benefitted from our professional relationship. I gained several long-term friendships with my coworkers there as well. However, my career growth stalled there, and I wasn't able to grow professionally in the direction I wanted any further there than I had. So, I'm at a stage of my career where I'm interested in finding a long-term employment opportunity where there are growth opportunities within. Basically, I'm seeking long term, stable career growth with a company who has values that a similarly aligned with my own."
Written by Kevin Downey on August 30th, 2022
Career Goals
9. Where do you see your career taking you in the next five years?
Focus Your Answer On
The assessment vendor will use this question to again assess your interest level in this job over any job, and whether you sincerely hold a genuine interest in mutual growth. Do you want to expand your career with them as opposed to finding any job anywhere? To determine this, they'll evaluate how comfortably and capably you can align your long-term career goals with what this position has to offer. This will inform them of the level of your ambition and if you have a direction where you are hoping to take your career.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Every employer aspires to invest their resources in career-minded professionals who take charge of their own development, and who are interested in mutual growth towards like-minded opportunities. One way to gauge your interest is to measure your career goals and how they align with what the company offers. If you haven't already, write out your core values and mission statement. Draft a five-year career plan. Make sure you have a clear understanding of how their position aligns with your career plan.
Written by Kevin Downey on August 30th, 2022
Answer Example
"Thank you for asking. I just revisited my five-year career goals, which I do once every year or two, depending on how far along I am with my goals. For the next two years, I've set some pretty aggressive milestones for myself. I like thinking of myself as a cartographer of my own future. The nearest destination on my map of the future is learning and picking up new skills and experiences with a company whose goals and values align with my own. Once I've completed my training in that position, I hope to be growing within that organization, being mentored and accelerated toward our mutual goals. I have some charts with me that details my plan if you'd like me to share?"
Written by Kevin Downey on August 30th, 2022
Career Goals
10. What makes American Express a good fit for you at this point in your career?
Focus Your Answer On
The assessment vendor will evaluate your confidence that you are the right fit for this opportunity for the right reasons, and vice versa. Your answer will help them determine if you are shooting for the stars or for a more realistic target. Most brands will recruit those who fit their mold. Discuss what you have to offer and why you believe this is the right opportunity for you. Exhibit enthusiasm and hopeful optimism. Fully research their career page. As they say on their website, "At American Express, we strive to live our values in all that we do. We back our colleagues in work and life by prioritizing well-being, fostering an inclusive culture, and supporting and rewarding personal and professional growth every step of the way. By facing each day with a strong sense of purpose, our colleagues are growing, learning and leading the way together."
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Any recruiter will consider a candidate who can demonstrate their go-to is above and beyond in their performance. So when you perform your research, imagine you are just getting a head start in your onboarding. Show them that you are already one of them. The easier it is for them to get you trained and up to speed and assimilated into their teams, the more attractive a candidate you'll be. Describe how your core values and principles align with theirs. If you're applying for this position because you feel confident in your abilities, explain why. Show that you 'get it.' Consider how you stood apart from your previous coworkers, where your skills were more developed, what you were valued for and how you shined.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I really identified with your motto, Grow as you lead, lead as you grow. At this stage in my career I feel like my leadership potential has increased. So, I am interested in growing into a leadership position, and I know that this is one of the things that sets American Express apart. I am interested in participating in your innovative learning experiences, building new skills, and reaching my next career goals."
Written by Kevin Downey on August 30th, 2022
Career Goals
11. Why do you want to work for American Express?
Focus Your Answer On
The assessment vendors are evaluating how your comfortably you are able to speak knowledgeably about American Express, and your sincerity to wanting to work for them. In other words, are you applying to a wide swath of jobs, playing the numbers game hoping you'll get lucky and land a job somewhere, or have you familiarized yourself with their branding, on what distinguishes AMEX as a desirable employer, and how their environment uniquely aligns with your goals? So, they're hoping to determine whether you've performed your homework on the company and decided it's a good match based on your comfort level with answering this question, or if you ramble uncohesively, stammer, and struggle to find things to say. They're also testing to see if your personality fits the role.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
If you make it through the screening, the recruiters' will evaluate, side by side, which candidates seem like the best fit for AMEX, their team, their environment, and which seemed most aligned with their mission and values. They'll evaluate how above and beyond you've gone into researching the position. Their looking for candidates who'd complement their brand, team, environment, values, and mission. They're curious if you believe you are uniquely positioned for this opportunity. Save them the trouble and do your homework. Make sure you research American Express and identify your like-minded values and mutual goals for growth. Find genuine reasons why this opportunity feels like a good match for your skills and personality, beyond preferred pay, hours, or location. Be enthusiastic and ensure your tone and body language communicate honesty and sincerity.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I reached a point in my professional development to where the next stage of my career goals, which I set out for myself, were in line with what American Express has to offer with this position. I have long admired the company, their ethics and values, and can't think of a better fit for me, and where I am at in my career seems like a good fit for both of us."
Written by Kevin Downey on August 30th, 2022
Communication
12. Tell us about a time you had to explain something complex to someone.
Focus Your Answer On
The assessment vendor is evaluating how comfortably you communicate with others. The key to this question is in how you relay your information, taking a difficult concept and communicating it effectively with ease. Your example is less relevant than how effectively you are able to communicate. It should seem like second nature. The more comfortable you are, the more confident in your own abilities you'll seem.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Everyone has their own style of communication. The more you can adapt your communication style to others, the better positioned you'll be. Key points to touch on are your non-defensive communication skills, being an active listener, and your ability to mirror, validate, and empathize. Choose a topic you have had a high success rate in explaining in the past. Try to steer clear of super complicated topics. You want your skills to seem transferrable. Find a topic or concept that will be relatable to their environment.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I was helping a customer who had previously set up a payment plan for several months past due balance. The nature of the payment plan was that it was set up to pay their past due balance, not the next bills that would come due. They'd set it up as an auto debit. Then they tried to pay it off the remaining balance ahead of their auto debits, but since they didn't designate their payment towards their past due balance, it paid on their next bill and the overage was retained as a credit balance on their account. When they got their next auto debit, they called in pretty upset. There was a lot of confusion there. But eventually I was able to explain it all, and we got it figured out."
Written by Kevin Downey on August 30th, 2022
Communication
13. Tell us about a time you experienced difficulty communicating with a customer.
Focus Your Answer On
Investing time with those customers who take more effort to get on the same page makes for a more engaged customer experience. Being able to non-defensively communicate with a wide range of personalities exhibits strong interpersonal skills. So not only will the assessment vendor's algorithm will be evaluating your non-verbal cues, but they'll be assessing your verbal cues as well to evaluate how skilled and effective a communicator you are while delivering your answer.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Before the interview, practice your answers in front of the computer with your camera on while also recording your voice. Keep an ear out for any stutters, awkward pauses, or speech crutches, such as 'like,' 'you know,' 'uh,' 'um,' etc. Smile and pretend you are talking to a person. Research the body language of a confident and relaxed person in a seated position. Raise your arms, stretch your back, stand tall and make yourself as big as possible. Pump yourself up with physical exercise to manifest confidence. Reflects on the positive takeaways from the example you intend to share, and focus on those moments. Go in feeling good about your accomplishments and be hopeful for what comes next in your career.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I was once on the phone with an unhappy customer. As soon as I took the call, they were quite aggressive. I realized they weren't adept at non-defensive communication. So I took notes, distilling facts from their emotional output. Once I had a clear and objective lens of what the situation was, I could aptly and calmly mirror their grievance back to them in a more impartial way. Once they affirmed my understanding of their situation was correct, I was able to empathize and calm them. From there, I maintained a calm and steady patient approach, and the call ended amenably. I think it's the same when communicating with anyone. Everyone wants to feel heard, everyone wants to be treated with respect, and everyone seeks validation. So whenever I'm communicating with our customers, I engage, actively listen, mirror back to them what I feel they're communicating, and validate their needs based on their perception and their reality. I'll present the situation back to them with the external components that may have been outside of their perspective. I'll share with them my knowledge, the avenues I can explore to help them, and do my best to keep the communication as amenable and as transparent as possible. Show them that you're putting thought into it, exploring all options before reaching an outcome. In the end, by using whatever resources you have, you have to determine how much that customer's loyalty is worth and do all you can to deliver the best customer service experience you can to earn their brand loyalty."
Written by Kevin Downey on August 30th, 2022
Competency
14. What is the name of the CEO at American Express?
Focus Your Answer On
This is another question that tests your company knowledge and comfort level in sharing that knowledge. Approach the HireVue interview as you'd study for a test. Research, study, memorize, and be ready. The algorithm will evaluate how naturally you speak. Try not to stutter, pause, or look up while trying to recall information. Avoid glancing down at your notes, or worse yet, at your phone to look up the information.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Prep in front of the camera. Record your practice runs and replay them. Your mannerisms and eye contact will say as much about you as your verbalized answers. Go the extra mile and score some bonus points by throwing in an extra fact or two about their CEO. It helps to have the correct answer, but going to extra lengths will reveal a strong work ethic and give you a little extra confidence.
Written by Kevin Downey on August 30th, 2022
Answer Example
"Stephen Squeri is the current CEO of American Express. He inherited the position on February 1, 2018. Before that he was vice chair of American Express and group president of Amex's global corporate services group."
Written by Kevin Downey on August 30th, 2022
Competency
15. How does your experience and background make you a strong candidate for American Express?
Focus Your Answer On
The assessment vendor will evaluate your body language and vocalizations as indicators of your confidence level, and to assess whether you truly feel you are qualified for this position. It will also evaluate whether you are pursuing this opportunity for the right reasons. They're looking for overachievers as opposed to those who are underqualified and are pursuing the opportunity, hoping to learn along the way while getting a pay bump.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Discuss what you have to offer and why you believe you are uniquely positioned for this opportunity. Consider how you stood apart from your previous coworkers, where your skills were more developed, what you were valued for and how you shined. Reflect on your track record, and share any traits or unique skills you have that lent to your success.
Written by Kevin Downey on August 30th, 2022
Answer Example
"We'll, I carefully monitor and revise my five-year career plan on a consistent basis, and my exponential growth has gotten to a point where my current employers simply don't have the growth opportunities available for me to continue to thrive. Looking at this position, and at the opportunities for growth within the company, it feels like a perfect match for where I am currently in my development, and seems like the perfect environment where I could continue to thrive."
Written by Kevin Downey on August 30th, 2022
Conflict
16. Tell us about a conflict you experienced at work.
Focus Your Answer On
You may think trying to come across as strong through your posture is a good idea here, but it will betray your narrative. The assessment vendor's algorithm will study your non-verbal cues for any defensive posturing, movements, or gestures that could be interpreted as insecure, closed-off, unapproachable, hostile, or disinterested while you recall your conflict experience. Therefore, you want to come across as confident and relaxed, as emotionally mature and not regressing into the emotion of that conflict when reflecting upon it. True strength comes from within.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Objectify the situation, exhibiting an emotionally mature perspective, and how you navigated this terrain, ultimately leading to a successful resolution. Focus on the positives and how the overall outcome benefitted the team. Practice. Make eye contact and smile, posturing yourself in a relaxed and comfortable position.
Written by Kevin Downey on August 30th, 2022
Answer Example
"There was a coworker who was clocking in late to work. The staff gave them cross looks when they snuck in. I'd given them a heads-up a few times, trying to be helpful. I even offered some tips and tricks to manage their time to avoid arriving at work late, but they kept reiterating that it wasn't their fault that the bus raced by their stop early two weeks in a row. The next time they were late, the very next day, they got written up. Well, they were pretty upset and blamed me for 'ratting them out'. I did nothing of the sort. But I let them accuse me, and when they were done, I responded by asking them why they thought I brought this upon them. I objectified the situation, asked them several questions without proclaiming my innocence. I then mirrored their statements and asked in a clarifying way that the reasons they listed was what led them to believe I brought their attendance issues to management. I then said, that's an interesting conclusion to come up with based on that evidence, and I left it at that. Later, they came up and apologized and asked me again for those suggestions to help them manage their time. As good of an ending as I could hope for, I guess."
Written by Kevin Downey on August 30th, 2022
Creative Thinking
17. When was the last time you came up with a creative solution to a difficult problem?
Focus Your Answer On
They're using this question to measure how adaptable your preferred working style is and whether you're resourceful and exhibit 'outside-of-the-box' thinking. These are the markers of innovators, and innovation is integral to leadership. American Express takes great pride in helping their leaders grow; "Grow as you lead. Lead as you grow. Growing great leaders is one of the things that sets American Express apart. We back our colleagues by providing innovative learning experiences that enable them to build new skills, reach their career goals and develop as leaders at all levels." Your answer will speak to your leadership potential and how well you manage stress and overcome task paralysis when unexpected circumstances disrupt your workflow.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Exude confidence while relaying your answer, rather than returning to the emotional state of a stressful situation. By exhibiting a feeling of ease not only showcases you're adept at managing your emotions when things don't go according to plan, it also suggests your emotional state in those moments is also that of being calm and collected. So display your confidence in your own abilities and your emotional intelligence when relaying your example. Frame yourself as resourceful, with a propensity to think fast on your feet. Demonstrate that you aren't easily discouraged.
Written by Kevin Downey on August 30th, 2022
Answer Example
"We had a major project and our department was divided into three teams. Then the flu circulated through our office and collectively we ended up being down by one third of our workforce. It also created some strain and friction between certain individuals on the team. I pointed this out to management and suggested we restructure our how we were tackling the project and that we instead collectively work together in stages. They agreed and chose three team leaders responsible for delegating tasks to each member of the now united team, of which I was one team leader. This way, everyone got to work closely with everyone on an individual level. This fostered our teamwork mentality, and created a situation where we over-performed as a group, turning our project around."
Written by Kevin Downey on August 30th, 2022
Customer Service
18. Tell us about a time a customer provided feedback you feel you didn’t deserve.
Focus Your Answer On
On one hand, this behavioral question is aimed at determining how well you respond to feedback, gauging the emotional maturity of your response, and if you are able to remain objective or if you resort to defensiveness. On the other hand, your answer aims to reveal the quality of your customer service, as well as your communication skills. Typically, a customer who feels as if they've received a disservice might lash out. So they're curious what your example will reveal about why this situation wasn't so easily deescalated. Your verbal and non-verbal cues will clue the assessment vendor and recruiter into your receptiveness to feedback, defensive or proactive, and what you learned from that experience, if anything.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
It's natural for someone to admit to a failing, or a time they didn't perform at their best. This is especially true when a person is pursuing something, and a situation arises that might put their goals in jeopardy. Therefore, this question has a habit of making people nervous, as if they are being placed under scrutiny or judgment for a lie they may be caught in.
When this question makes a candidate nervous, it raises concerns surrounding your honesty as a candidate, and raises questions of what you have to be afraid of. So, the key here is making sure your responses and your example align, and everything seems to fit together. If the interviewee comes across as confident and provides a notable answer consistent with their behavior and the rest of the interview, the interviewer may be more trusting of the candidate's claims.
Written by Kevin Downey on August 30th, 2022
Answer Example
"Well, I had a customer call up pretty upset. They thought they were getting what they ordered in bulk, but it was just one single item. Unfortunately, they hadn't read the product description accurately. So they insisted I send them extra product for free, claiming it was overpriced. Obviously, I wasn't about to send them a lot of free product. I offered them a refund and a coupon for future orders, however. They angrily asked to speak to a supervisor, and so I forwarded on their call after briefing my supervisor on the nature of the situation. When they were done discussing the matter with them, my supervisor pulled me aside and asked me what I'd said on the call. I told them. They then explained this customer claimed I used a pejorative as an insult, which hadn't happened. The pejorative they claimed I used was something I've called, and it hit a bit close to home. Offensive and upsetting, but that's a reflection of that customer's mental state, not mine. Of course, my supervisor, knowing me as well as they do, doubted the credibility of the customer's false claim. But they had to address it, regardless. And I respect that. We all have jobs to do."
Written by Kevin Downey on August 30th, 2022
Customer Service
19. How would you describe the pros and cons of working in customer service?
Focus Your Answer On
This is another behavioral question aimed at assessing your comfort level in a customer facing role, and how effectively you'll represent American Express. As they state on the careers page on their website; "It takes great people to back our customers every day. We back our customers and support our communities. Discover how we back each other. At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible--and we're proud to back each other every step of the way." So when formulating your answer, consider that brand loyalty is earned. As American Express states, they see their customers as part of their community. Think about AMEX's offerings, and how they aim to improve the lives of their customers in their own unique way.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
When listing your cons, try to remain emotionally mature and positive. Not everyone has realistic expectations, and sometimes, no matter how hard you try to help a customer or solve their issues with them, there is little you can do. Sometimes company policies tie your hands from giving into unrealistic expectations. But your attitude should be the aim of your answer. Empathy, compassion, active listening and validation can go a long way here.
Written by Kevin Downey on August 30th, 2022
Answer Example
"Well, the pros are the challenges you face while being able to connect with those who identify with your brand, and that's pretty great. Human connection, and being able to help others. The cons are you sometimes can't make everyone happy. Also, not everyone is in the best places in their lives, so you have to be kind and patient and try to turn their day around. But that's not always possible, and sometimes your kindness is repaid with unkindness. But you just gotta be true to yourself, right? So I look at it as a character workout, keeping the strength of your character fit and strong. And that there is a hidden benefit."
Written by Kevin Downey on August 30th, 2022
Customer Service
20. What does customer service mean to you?
Focus Your Answer On
This behavioral question assesses your personality and comfort level, especially in a customer facing role. Are you a people person with a positive attitude and outlook on life, or are you more of an introvert who prefers solitary tasks and feels uncomfortable in a more social setting? Interpersonal people typically feel recharged in social settings, and introverts tend to feel quickly drained in them. So, while sharing your philosophy or attitude on what customer service means to you, the assessment vendor will be studying your responses to also determine where your personality falls on this scale.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Focus your answer on your attitude, your communication skills, and the diplomacy, mediation and negotiation it sometimes takes to deliver a positive customer experience. In a customer facing role, you are the representative of their brand, so study their keywords and phrases, and how AMEX defines customer service, and align your values with theirs.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I think it's the same when communicating with anyone. Everyone wants to feel heard, everyone wants to be treated with respect, and everyone seeks validation. So whenever I'm communicating with the public, or otherwise, I actively listen, mirror back to them what I feel they're communicating, and validate what they're communicating based on their perception and their reality. I'll present the situation back to them with the external components that may have been outside of their perspective. I'll share with them my knowledge, the avenues I can explore to help them, and do my best to keep the communication as amenable and transparent as possible. Show them that you're putting thought into it, exploring all options before reaching an outcome."
Written by Kevin Downey on August 30th, 2022
Diversity And Inclusion
21. How comfortable are you working with people from different lifestyles and cultures than your own?
Focus Your Answer On
Familiarize yourself with AMEX's taglines and phrases surrounding 'inclusiveness' and 'diversity,' and try to weave those key terms into your answer organically. As thjey state on their career's page; "Our differences are what shape the world, and we're committed to ensuring everyone is seen, heard, and feels like they truly belong. That's why we're actively cultivating an inclusive and diverse workplace where every voice is valued, teamwork is rewarded, and different points of view are celebrated. We see diversity of people and experiences as fuel for the creativity and innovation we need to be and deliver our best, for our colleagues, customers and the communities we serve."
Written by Kevin Downey on August 30th, 2022
What You Need to Know
The assessment vendor will evaluate your vocal inflections and nonverbal cues to assess your comfort level regarding being immersed in a culturally inclusive and diverse environment. Keep your body language open and maintain a relaxed and comfortable demeanor while making friendly eye contact with the camera. They'll look for indicators such as stammering, struggling to find the right words, folding arms, leaning back in your chair, or giving off any other defensive posturing. A person who has experience working with people from all walks of life should have no difficulty being immersed in a culturally rich environment, and will probably have no trouble navigating this question. Remain politically correct and culturally sensitive. Speak sincerely about your open-mindedness and being a universally inclusive person.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I feel more comfortable in a diverse work environment. In my current position, I worked in a very diverse neighborhood. Everyone is from different walks of life, all under one roof. It's one of the most dynamic and innovative teams I've ever worked with. Everything is outside-of-the-box. They're a pretty great team. I plan to still swing by and take the time to say hello whenever I'm in the area."
Written by Kevin Downey on August 30th, 2022
Experience
22. Tell us what it was like working in your previous position.
Focus Your Answer On
This question to aims to assess your emotional perspective of your previous employer. Your choice of words could offer insights into your work ethic and integrity, whether you have career goals you are aspiring to, or whether you are looking for a new start doing the same thing somewhere else. It also serves to assess your skill level, how transferable your skills are, how similar your previous role was, and how accurate your expectations are of what lies ahead. Lastly, the assessment vendor will evaluate your verbal and non-verbal cues for indications of whether you departed on amicable or acrimonious terms.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
You'll want to focus on the positives and reflect fondly on what you enjoyed most about your previous role. Express how your previous roles helped progress your career forward. Align your experience with the requirements of the position you are applying for. Be at ease, talking as comfortably and as articulately as possible.
Written by Kevin Downey on August 30th, 2022
Answer Example
"Zero complaints. Great teams. Collaborative, transparent, and everyone is interested in helping each other out. Let's see, so I'd start my day by almost always getting to work early. I stroll through work, saying my hellos, checking in on an individual level, and keeping a sharp eye out for any details which might grab my attention. Then I check my inbox and review anything new or urgent. I review the priorities I tracked the evening before, adjust them accordingly, explore my resources, and get to work. If I have a lot on my plate at work or at home, I evaluate every piece of the puzzle. I make it all fit into my week. Just spending that bit of time at the forefront to strategize my week allows things to feel more sustainable. I'm proactive, I guess. Reaction is rarely sustainable, in my humble opinion. By the end of the day we'd all fill each other in on where we left off with our work, just in case something comes up the next day, and everyone knows how to cover each other's work in case someone isn't able to make it in the next day."
Written by Kevin Downey on August 30th, 2022
Experience
23. How well do you perform with repetitive and monotonous tasks?
Focus Your Answer On
The goal is to communicate that, regardless of the task, you have clear expectations, are experienced and have a strong work ethic. Communicate capability, flexibility, and impartiality when it comes to approaching the work that needs to get done. This will showcase your emotional intelligence and your focus on a team mentality. Be mindful of your tone and body language throughout.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
This question aims to determine where you fall on the scale between being an introvert versus an extrovert, whether you are flexible in your work and prefer more solitary, introverted work or more socially interactive and cooperative tasks. Your answer will help them determine if this job is the right fit for you, how quickly you'll burn out from the more monotonous aspects of the job, or if you'll thrive in a regimented environment.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I get that a lot of people have trouble doing a lot of monotonous work without burning out. I'm indifferent to that part of the job. I take pride in my work, no matter what I'm doing, and have several systems and processes for every aspect of what I do. When you are good at what you do, you enjoy the work."
Written by Kevin Downey on August 30th, 2022
Honesty
24. Tell us about a time when you demonstrated you were trustworthy.
Focus Your Answer On
Remember, when your words, your tone and your gestures don't match up, the assessment vendor's algorithm will spot it. Most likely, it will easily flag you for any signs of exaggeration. Doing so will come across as disingenuous. So avoid telling them what you think they want to hear. Rather, remain calm and matter of fact, smiling softly while maintaining friendly eye contact with the camera. Friendly confidence and professionalism are the constant tone you want to present. Just speak from the heart. Break down what success means to you across all fronts; short-term goals, long-term goals, and the big picture. Effectively communicating how you foster trust, transparency, and effective communication will lead to greater collaboration among your teams.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
This question assesses your level of honesty, your integrity, and could offer insights into your work ethic and personality. They'll be evaluating your answer for any signs of exaggeration, which they'll identify through your verbal cues, such as repeating a question before answering, such as rising and falling in tone while using qualifiers, speaking in sentence fragments, among others.
Some non-verbal cues the assessment vendor will use to evaluate your honesty are gaze avoidance, the direction of your eyes, fidgeting, restless foot, and leg movements, frequent body posture changes, grooming behaviors such as playing with hair or pressing your fingers to lips, stroking your chin, covering your mouth or your eyes, and excessive fidgeting.
Written by Kevin Downey on August 30th, 2022
Answer Example
"Every day. My previous boss called me honest to a fault. If I make a mistake, I admit to it, even if it is possible no one would have found out. But I'm not one to cover my tracks, and it's an issue of personal integrity. Just last week, payroll accidentally issued my bonus to me twice. I let them know, or course."
Written by Kevin Downey on August 30th, 2022
Job Satisfaction
25. What will you miss most about your last job? What will you miss the least?
Focus Your Answer On
Keep your answer focused on yourself and what you loved about your last job, how they contributed to building your skills and furthering your career. When sharing what you liked least, focus on the least challenging aspects of your previous positions, staying focused on your career goals while maintaining a positive attitude. Professional, objective and confident is the goal of your answer. Maintain a relaxed demeanor, keeping your body language open and at ease.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
This question assesses your attitude towards your work and towards your teams. They'll be keeping an eye out for any negative preconceptions or personal issues you'll likely bring with you. This will help them determine whether they can meet your expectations, and whether their environment would be a good fit for you.
Written by Kevin Downey on August 30th, 2022
Answer Example
"The break room was my least favorite aspect of my last job. No one ever cleaned out the fridge or the microwave. I tried coming up with solutions, but no one adopted them. This was frustrated because in every other way everyone on our teams were alk for kaizen. Everyone fostered growth and innovation, except when it came to that horrible break room."
Written by Kevin Downey on August 30th, 2022
Performance-Based
26. Tell us about a time you were dissatisfied with your own performance.
Focus Your Answer On
When describing any professional setbacks and how you dealt with it, what you would've done differently, and how you avoided repeating it. Focus your answer on what you learned from the experience, how you moved on from the emotional disappointment of it, and how you applied that failure towards your developmental goals.
Exhibit a clearer view of the big picture. Set your attitude on the big picture, and that informing the rest of the team of your mistakes is nothing more than damage control and an issue of integrity. The only emotion displayed here should be confidence you'll not repeat the mistake because of what you've learned from it.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
This question tests your ability to step outside of your comfort zone by admitting to own your mistakes, and even more so, what you learn from such growth opportunities. It evaluates your attitude towards life, how you deal with disappointment, and what you learn from such experiences. Being able to detail your professional development suggests you can take responsibility for your actions, and demonstrates emotional intelligence.
Written by Kevin Downey on August 30th, 2022
Answer Example
"Last month, I finished a project satisfactorily. I was aiming to turn it in way ahead of deadline and really go above and beyond, but I got a nasty cold that put me under for a week. So, sadly, I didn't knock it out of the park like I'd hoped."
Written by Kevin Downey on August 30th, 2022
Problem Solving
27. Tell us about a time when you had to creatively resolve a customer's dispute.
Focus Your Answer On
The assessment vendor's algorithm will flag any defensive cues so avoid trying to posture your strength here. Also avoid any defensive behavior, movements, or gestures that could be interpreted as insecure, closed-off, unapproachable, hostile, or disinterested. Rather, you want to come across as approachable, confident, and relaxed. Objectify the situation, exhibiting an emotional intelligence.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
Any customer centric business will recruit those who are capable of representing their brand, and ensuring they retain their customer's brand loyalty. They're looking for emotionally mature individuals who can work well under pressure, and recognize strength in patience. They're interested in candidates who are strong nondefensive communicators, who are approachable and capable of navigating difficult terrain.
So when presenting your example, focus on the positives and how the overall outcome lead to an amicable resolution. Practice making eye contact while smiling, and posturing yourself in a relaxed and comfortable position. Avoid regressing into the emotion of the moment when reflecting upon it.
Written by Kevin Downey on August 30th, 2022
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 August 30th, 2022
Stress
28. When you experience a great deal of stress, how do you cope?
Focus Your Answer On
A positive attitude can go a long way in demonstrating your ability to lead by example while fostering a positive work environment. Exemplify emotional maturity by acknowledging that we face stressful situations every day, and highlight your ability to take such situations in stride. Share the tips and tricks you employ to manage your stress at work while keeping calm under pressure. Make it seem like second nature by maintaining open body language, relaxing the muscles in your face and around your eyes as you smile softly, and maintaining eye contact with the camera lens.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
This question aims to reveal how well you cope with stress. While the assessment vendor gauges your honesty through your choice of words, they'll also evaluate your emotional intelligence by studying your tone and nonverbal cues, such as narrowing your eyes, folding your arms, and furrowing your brow.
Written by Kevin Downey on August 30th, 2022
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 August 30th, 2022
Teamwork
29. What would you do to earn the trust of your new teams when entering a new work environment?
Focus Your Answer On
Establishing trust when entering a new team often translates to building a rapport and keeping your head down while learning the ins and outs of your new environment before suggesting any improvements. This equates to working side by side with those who are more familiar with the environment, while seeking their insights, asking questions, getting a clear understanding of their systems while allowing them to get to know you. This is where the 30/60/90 rule comes into play.
The first month of a new hire's 90 day probation period should focus on familiarizing themselves with the team, company, products/services, clients, etc. Month two should be spent studying current processes and procedures, identifying strengths and weaknesses. In the last month, that hire should be well-grounded in the role and capable of identifying growth opportunities. Past the 90 day mark is considered an acceptable time to implement innovation.
Written by Kevin Downey on August 30th, 2022
What You Need to Know
The assessment vendor is evaluating your personality type, how big your ego is, and your approach when entering a new work environment. This will help them determine how you'll fit in with the team. There are many behavior types, and how you answer this behavioral question could reveal how well you'll fit into the team, if you have anything to contribute, and if you possess the professionalism to unpresumptively make well-timed suggestions.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I'd get to know everyone there. I'd work hard side by side with them, and keep my head down. I'd exhibit my positivity, ask for their insights and their tips and tricks to getting the work done as efficiently as I could. I'd actively listen and participate, and keep asking tons of questions to absorb as much as I can. Once I feel I've built some strong working relationships, I'd keep trying to identify kaizen opportunities and would innovate from there. I'm there to contribute and make the team stronger as a whole. That's my goal."
Written by Kevin Downey on August 30th, 2022
Teamwork
30. Tell us about a time you worked with someone who wasn’t contributing to the team.
Focus Your Answer On
Not only can an employee's poor performance negatively impact the rest of the department, but how you handle such challenges can have a bigger impact, for better or for worse. Any insights they glean from your approach to teamwork will help them determine your impact on a team. Craft your example around the company's core values, treating others with respect and exhibiting integrity, empathy, transparency, discretion, all while respecting the chain of command.
As Stephen J. Squeri, American Express' Chairman & Chief Executive Officer says on their career's page, "At American Express we win as a team. We work together to build a culture that respects every individual for who they are, values their contributions, and gives them opportunities to succeed. I don't believe our company, or any company, can succeed over time unless they commit to getting this right."
Written by Kevin Downey on August 30th, 2022
What You Need to Know
There are several atypical personality types at work. There are those who will take any measure to make themselves look better, in contrast to the others on the team, as well as those who will try to deflect attention from their performance by pointing out problems elsewhere, while offering no solutions. There are also those who prefer the status quo and try not to rock the boat. There are those who prefer to take the path of least resistance and turn a blind eye. And lastly, there are those who focus on team collaboration, exhibit leadership, patience, and try to foster growth while keeping their eyes on the big picture. This question aims to determine if you are part of the problem or part of the solution.
Written by Kevin Downey on August 30th, 2022
Answer Example
"I had a co-worker who seemed to be struggling. They seemed sleep-deprived, and their attention to detail wasn't what it once was. I tried to talk to them about it, but they weren't forthcoming about what was going on. I reviewed their work, just to help them out, and fixed a lot of mistakes. It got so bad that I decided it was time to bring it to the attention of my supervisor. They pulled us both outside and gave me a chance to speak first. It turns out they had some pretty serious health issues. They didn't want to miss work because they needed to maintain their hours to continue getting their health benefits. That's when our supervisor let us know they had a program for situations like this and that they wouldn't lose their benefits for missing work."
Written by Kevin Downey on August 30th, 2022