CFA Service Manager

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.

The CareFree Assistance (CFA) 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+ 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 Evening Shift: 1:30p-21:30p, 5-days per week.

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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.