CFA Customer Service Team Lead

Who we are

AIG has an unsurpassed global travel insurance underwriting capability through AIG's insurance operations in more than 100 countries. Millions of leisure and business travelers alike rely on Travel Guard®, AIG Travel's portfolio of travel insurance solutions and global assistance services, to help them recover from unexpected circumstances that can interrupt their travel plans. Through eight wholly owned, state-of-the-art global service centers, customers have access to 24/7 emergency travel assistance, medical and security services with more than 40 languages spoken on-site. We help people travel more and worry less.

About the role

• Paid Time Off (AIG recognizes the importance of work life balance). We offer 24 PTO days to start
• Competitive Medical, Dental and Vision insurance plans
• A 401(k) Retirement Plan which will be HARD TO BEAT. Our 401K - $1 for $1 match up to 6% with immediate vesting, plus AIG automatically contributes an additional 3% in to your 401K regardless of if you enroll or not
• Our "Giving Back" policy is at the core of our daily operations and guides our future progress. Don't believe us? We put our money where our mouth is! AIG, will give you up to 16 hours a year paid time off to volunteer in the community.

As a Team Lead 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 Team Leader is responsible for:

• Assist with delegating team member work assignments, daily activities, and schedules
• Resolve customer inquiries based upon a complaint and/or escalated call
• Assist in the determination of work procedures
• Work on a flexible schedule
• Assists with the monitoring of team member knowledge on products, services, and policies
• Provide omnichannel assistance to customers when travel emergencies arise including medical support, trip interruption, liability, repatriation, and general customer service
• Utilize appropriate resources to provide medical referrals as requested by customers.
• Coordinate casework regarding travel emergencies related to an insured's emergent condition
• Work with claims to assist the customer with their benefit inquiries
• Actively participate in team, department, and center-based meetings

What we are looking for

• Demonstrated experience in a call center environment, preferably with international travel exposure
• Demonstrated personal expertise and knowledge in emergency/critical case coordination
• Demonstrated personal expertise in presentation, training, and teaching skills
• Must possess clear, concise, and professional verbal and written communication abilities
• Must have mastery level proficiency in English
• Ability to work under pressure and as part of a team
• Good verbal and written communication and leadership skills
• Must be able to function with a high degree of independent judgment

Schedule

Assistance Call Center Hours of Operation are 24/7/365. The shift we are hiring for is mid-morning shift: 10a-6p, 5-days per week.

This position offers shift wage increases as follows:

15% hourly wage increase between the hours of 12:00 AM and 8:00 AM.

10% hourly wage increase between the hours of 4:00 PM to 12:00 AM.

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 [email protected]. 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.