Overview
join to apply for the fnol cabin agent bilingual role at aig
the bilingual agents of the fnol booth answer inbound calls in english at the mexico contact center supporting a 7 x 24-hour service window for customers needing assistance due to an accident or issues in accordance with local regulations and aig guidelines. This position serves monday to saturday from 10:00 to 18:00 hrs.
about the role
the fnol cabin agent bilingual provides immediate, quality attention to insureds experiencing vehicle or home accidents or requiring assistance offered in our products. This team is composed of 4 agents delivering 24/7 service, with this role attending 38% of calls in english during the stated schedule. English service is part of the contract requirements with mexipass for our mexico auto policies, representing usd $6,497,000 annualized premium for aig mexico.
main activities of this agent
* register in our systems new claims for car accidents, road assistance, etc.
* perform correct status validation and policy collection via the mexipass web site.
* track crane suppliers, road assistance, adjusters.
* also respond to calls in spanish from the emergency line when there are no english requests.
* support in customer service providing information for claim follow-up.
what you need to know
our goal is to offer support, experience, and service excellence in emergencies. The fnol cabin agent provides immediate attention for insured requests, including situations impacting health and safety.
responsibilities
* attention and orientation to clients in emergency situations in english and spanish.
* validation and data capture in various databases.
* assistance and adjustment coordination.
* decision making based on system information.
* interpretation and translation of insured information (english/spanish) ensuring message consistency.
what we are looking for
* 1 year in customer service
* basic knowledge of insurance products and reclamation processes
* flexibility for shift rotation
* effective teamwork, proactivity
* attention to detail
* microsoft office – excel (high), word, outlook
* languages: english (b2/c1 level – writing and reading)
* learning disposition
what we offer
we value in-person collaboration as part of our culture; team members are expected to be primarily in the office to support effective teamwork and client service.
benefits and company culture
our total rewards program offers benefits focused on health, wellbeing, financial security, and professional development. We are committed to inclusion and belonging, with employee resource groups and opportunities for learning and development.
aig provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. If you need a reasonable accommodation, please email candidatecare@aig.com.
functional area
op - operations
company
aig seguros mexico s.a. De c.v.
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