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.

About the role

• Starting salary $20/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.

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 Medical and Security teams, Travel Desk, and 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 the work you do every day is the heart of AIG's business.

The GCA Customer Service Coordinator is responsible for:

• Provides telephone support and emergency evacuation services in response to client requests
• Uses appropriate resources to provide referrals to clients according to their requests
• Coordinates 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
• Monitors the status of patients and regularly reports the situation to the family and / or fellow travelers of the insured
• Makes arrangements for medical evacuation by working with the Provider Network Group (PNG) and the Medical Case Management (MCM) team
• Documents the entire management of each case
• Provides telephone and document translation services through applicable providers
• Sends and receives faxes and e-mails, calls via telephone, and supports inbound/outbound SMS communications
• Makes assessments and files claims on behalf of the client
• Works with and supports the Provider Network Group by adding and evaluating both new service and existing service providers

What we are looking for

• Fluent (Read, Write, Speak) German, French, Persian, and/or Farsi is preferred but not required
• English required
• Contact/Call Center experience is preferred but not exclusive
• Health care experience is preferred but not exclusive
• Experience in customer service or dealing directly with customers such as, Airline, Inside/Outside Sales, and Financial Services industries
• Excellent telephone communication skills and computer skills
• Excellent verbal and written use of the language
• Excellent critical thinking skills
• Attention to detail and sense of urgency
• Requires basic skills to analyze costs and opt for services
• 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 Morning Shift: 6a-2p, 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.