• Job Description

  Req#: JR2306559

  The Global Corporate Assistance (GCA) Customer Service Manager supports and leads Customer Service Team Leads and Customer Service Coordinators in the diligence of the duties they perform in providing emergent assistance to travelers abroad who need personal care and emergency relief. This is a challenging and rewarding position where the applicant will be able to put his/her problem solving, analytical and customer service skills to use every day.

  As a Service Manager at AIG you are at the forefront of where emergent based customer service meets superior trained coordinators. You act with speed, composure, compassion, and knowledge to solve problems and the work you do every day is the heart of AIG’s business.

  The CFA Customer Service Manager is responsible for:

  • Leads and develops an effective team of Customer Service Team Leaders (2) and Customer Service Coordinators (10)
  • Supervises and delegates daily activities and work processes related to call center operations and emergent case management
  • Communicates goals and expectations to staff and delivers performance feedback
  • Co-Leads staff development activities with Operations Implementation Manager through observations, coaching, training, and mentorship activities
  • Continually rivets existing operations processes and operations performance to refine business unit operations in conjunction with the Director of Operations
  • Answers questions about services or products and recommends corrective actions to address customer complaints; has the ability to manage a complaint
  • Works with peers in Clams, Quality Assurance and Training Development to support the performance of the business unit
  • Performs Team Lead and Coordinator roles when required as determined by Director of Operations and/or business volumes
  • Willingness to work on a flexible schedule the best supports the operation and staff
  • Conducts all Human Resources related activities, Hiring, Disciplinary, Performance development in conjunction with HR professionals

  
  

  What we are looking for
  

  • Desired Bachelors degree or equivalent work experience
  • Desired 3-5 years' experience in a call center environment, preferably with international travel exposure
  • Demonstrates personal expertise and knowledge in emergency/critical case coordination
  • Demonstrates personal expertise in presentation, training and teaching skills
  • Must possess clear, concise, and professional verbal and written communication abilities
  • Must have masterly level proficiency in English
  • Masterly level proficiency (or native language) in German, French, Italian, Russian or Mandarin is a plus, but not required
  • Intermediate knowledge of MS 0365 Suite
  • Ability to work under pressure and as part of a team

  Schedule

  Assistance Call Center Hours of Operation are 24/7/365. The shift we are hiring for is Morning Shift: 6:00a-2:00p, 5-days per week.

  A look at our Benefits

  We're proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. We provide a variety of leaves for personal, health, family and military needs. For example, our "Giving Back" program allows you to take up to 16 hours a year to volunteer in your community. Our global mental health and wellness days off provide all colleagues with a paid day off to focus on their mental health and wellbeing.

  
  We also believe in fostering our colleagues' development and offer a range of learning opportunities for colleagues to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible colleagues to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

  We are an Equal Opportunity Employer

  American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide 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 such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

  To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusion

  AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to candidatecare@aig.com . Reasonable accommodations will be determined on a case-by-case basis.

  Functional Area:

  OP - Operations

  Estimated Travel Percentage (%): No Travel

  Relocation Provided: No

  AIG Travel Assist, Inc.

• About the company

  We're a leading global insurance organization with operations in more than 80 countries and jurisdictions. We provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to support our clients in business and in life through our General Insurance, Life & Retirement and Investments business units. What unites us across all of these offerings is our commitment to helping individuals, businesses and communities prepare for and respond to times of uncertainty. Whether serving those facing natural disasters or millions of Americans striving for a financially secure retirement, we have the specialist expertise to help clients better manage risk.

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