Overviewjoin to apply for the customer service manager role at aig.american international group, inc. (aig) is a leading global insurance organization.
aig member companies provide property casualty insurance in approximately 70 countries and jurisdictions.
these offerings include products and services that help businesses and individuals protect their assets and manage risks.
we're committed to making a positive difference for our colleagues and communities, with volunteer time off and matching grants programs.get to know the businessgeneral insurance is a leading provider of insurance products and services for commercial and personal insurance customers.
it includes one of the world's most far-reaching property casualty networks.
general insurance offers a broad range of products to customers through a diversified, multichannel distribution network.the customer service manager is a key partner from the contact center for all business lines at aig, both personal and commercial lines and extended warranty.
the position is part of a team responsible for the mexico claims fnol contact center unit covering a 24/7 service schedule for customers who need assistance due to an accident or in compliance with local regulations and criteria established in accordance with aig guidelines.
in *, about 200,000 calls were handled by the mexico claims and assistance fnol contact center and 65% of these calls came from auto policies, a business line that closed that same year with usd 34 mm in annualized premiums.about the roleresponsibilitiesthe position is part of a team responsible for the claims contact center (cc) of méxico with five departments in charge operating 24 hours / 7 days a week and a team of 36 ftes.fnol general insurance day shift (19 ftes)fnol general insurance night shift (4 ftes)fnol warranty méxico (13 ftes)the contact center is critical to support the business and serve the insured in case of claim or assistance, and to avoid financial and regulatory impacts.
in * kpi s were above the market with 90% in service level and 3% in abandoned calls.auto: calls 96,444 / portfolio value usd 33 mm annualized premiums.package: calls 10,320 / portfolio value usd 5 mm annualized premiums.warranty: calls 85,812 / portfolio value usd 16 mm annualized premiums.position performance has a direct positive impact on nps surveys, from 53% in * to 64% in *.your contribution at aigthe position is responsible for controlling and reducing reputational and financial risk by ensuring that staff meet regulatory compliance, procedures, policies, efficiently manage client needs and complaints, and deliver information to the local regulator as required.
manages a team of claims contact center telephone agents who serve as the initial point of contact for customers reporting first notice of loss (fnol).
oversees the effective, efficient, and timely response to inquiries regarding the claims process.
this backfill position is part of a team of three supervisors and is critical for supervising about 12 telephone agents handling 38% of calls during monday to saturday 15:*:00.duties and responsibilitiesfunctional responsibilities: staff management; direct and manage teamsof customer service agents of the claims booths of the different lines of business.ensure agents follow company processes by monitoring calls.provide ongoing training for staff, ensuring up-to-date procedures and best practices.monitor kpis through management systems to ensure compliance.ensure operations and interactions comply with company and local rules and regulations.make reports on efficiency and objective achievement for delivery to management.develop and implement operational strategies to improve efficiency and quality of service to internal and external clients within pci processes.guarantee correct validation of policies so that adjusters or suppliers make the correct coverage assignments, avoiding financial or reputational risks.data managementmaintain a work environment in accordance with company policies, maintaining the attrition target.leadership skills; excellent communication; collaborative; analytical thinking; strong customer service skills; results-driven; detail-oriented; proactive; technical skills and expertise; management efficiency.what we're looking formicrosoft packages – excel (advanced), word, outlook.languages: english (b2/c1 level – writing and reading).
learning disposition.bachelor's degree in administration, engineering or similar.experience: have worked in cc as manager or senior supervisor at least 1 year with people under charge, service skills and orientation to results.at aig, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office.
this approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.enjoy benefits that take care of what mattersat aig, our people are our greatest asset.
we know how important it is to protect and invest in what's most important to you.
that is why we created our total rewards program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.reimagining insurance to make a bigger difference to the worldamerican international group, inc. (aig) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks.
it is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers.
at aig, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential.
we invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.welcome to a culture of inclusionwe're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions and goals.
we foster a culture of inclusion and belonging through learning and employee resource groups (ergs).
the talent of our people is one of aig's greatest assets, and we are honored that our drive for positive change has been recognized by numerous awards and accreditations.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 believe you need a reasonable accommodation, please send an email to * areaop - operationsaig seguros mexico s.a. De c.v.#j-*-ljbffr