Applied online. Initially contacted by email to do a skills assessment test. Test was the same exact test I had just taken at United Healthcare the day before. It is a timed test consisting of 4 customer service calls. You basically indicate your responses to each scenario. Key to doing well on this test is to work quickly. Don't linger reading and re-reading. I was able to clip 10 minutes of time off the test because I had just taken it the day before and was already familiar. Because of that, I can confidently say that "speed" is going to be a factor in whether you get a phone interview or not. I believe if your score is not over a certain number, they just won't call you. I then received an invitation for phone interview. It went very well. The questions were typical behavioral-type questions. Why do you want to work here? Tell me about a time you had a difficult client or stressful interaction? Tell me about a time you went above and beyond? I was then invited for an onsite interview. The interview was with two people together. Very nice and pleasant, but still professional. Again, all behavioral questions. The interview lasted about 45 minutes. My overall impression is that American Express continues to recruit and recruit until they can cull off the actual cream of the crop in recruits. From looking around, I sense that they are more inclined to hire reps between 25 and 40, although it does seem they have seasoned managerial people who fall the other side of 40. I was kept in the hiring process for Amex for about three weeks. I did not receive an offer.