GCA Customer Service Coordinator

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.

What we offer

• Starting salary $21/hour with potential for higher based upon experience
• 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.
• Numerous Employee Resource Groups to support and strengthen our working families, young entrepreneurs as well as team members with various cultural backgrounds in this international environment.

Who you are

The Global Corporate Assistance Customer Service Coordinator is the front-line of customer support in coordinating risk mitigation activities that ensure AIG's clients are in the best hands while traveling abroad. You are the heart of the operation and will work with AIG Travel's teams and dedicated providers to help our clients, who may find themselves vulnerable and faced with a situation they never imagined experiencing such as a lost passport, injury or severe illness overseas, even an air ambulance evacuation. You will also work with a leadership team from a wide array of associated career fields, such as Risk Management, Medical, Military, NGO's and Federal agencies.

As a coordinator at AIG you are the one the clients turn to in times of need. You act with speed, composure, compassion, and knowledge to solve problems and provide resolutions in urgent situations. The work you do every day is the heart of AIG's business.

The GCA Customer Service Coordinator is responsible for:

• Providing support and guidance to client traveling that find themselves in emergency situations, in collaboration with AIG Travel teams and dedicated providers
• Using appropriate resources to provide referrals to clients, according to their needs
• Coordinating the management of each client's travel emergencies, flight cancellations, flight delays, trip interruptions and cancellations, baggage delays and similar events in general travel assistance in coordination AIG Travel teams and dedicated providers
• Monitoring the status of patients and providing regular updates to the various stakeholders - family, fellow traveling companions, as well as the employer for employer sponsored programs.
• Making arrangements for medical evacuation by working with the Provider Network Group (PNG) and the Medical Case Management (MCM) team
• Communicating with all stakeholders on a case via electronic faxes, e-mails and calls
• Documenting all actions and communication concisely for each assistance case in the customer management system
• Assisting clients with submitting claims to the claims department for their emergency related expenses

What we are looking for

• Customer Service experience in Medical, Airline, Insurance and Travel industries a plus
• Excellent telephone communication skills and computer skills
• Excellent verbal and written use of the language
• General mathematic skills to analyze costs and review quotes for services
• Attention to detail and sense of urgency
• Excellent critical thinking skills
• Must have a strong orientation to problem solving and a strong ability to find solutions in situations where there is no precedent
• Ability to work under pressure

Schedule

Assistance Call Center Hours of Operation are 24/7/365. The shift we are hiring for is Afternoon/Evening Shift: 12:30p-8:30p CST, 5-days per week.

This position offers shift wage increases as follows:
10% hourly wage increase between the hours of 4:00 PM to 12:00 AM.

A look at our benefits

At AIG, we have a 100-year legacy of working to make the world a better place. And that begins with our employees. 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, the "Giving Back" program allows you to take up to 16 hours a year to volunteer in your community.

We also believe in fostering our employees' development and offer a range of learning opportunities for employees to hone their professional skills to position themselves for the next steps of their careers. AIG also has a tuition reimbursement program for eligible employees 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.

In order to work from or visit an AIG office, and in accordance with the terms and conditions of AIG's COVID-19 vaccination policy, individuals hired into this position will be required to attest that they have been fully vaccinated and agree to have their vaccination status and proof of vaccination confidentially stored by AIG. Exemptions may be considered on a case-by-case basis in accordance with applicable law.

Functional Area:
OP - Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

AIG Travel Assist, Inc.