Customer service manager
who we are
american international group, inc. (aig) is a leading global insurance organization, providing a wide range of property casualty insurance in approximately 70 countries. We are committed to making a positive difference for our colleagues and communities.
get to know the business
general insurance is a provider of insurance products and services for commercial and personal insurance customers. The customer service manager function partners with business segments, offering support and expertise.
about the role
what you need to know:
the position is responsible for the claims contact center (cc) of méxico, managing five departments operating 24/7 with a team of 44 ftes:
1. fnol general insurance day shift (17 ftes)
2. fnol general insurance night shift (4 ftes)
3. fnol warranty méxico (13 ftes)
4. fnol warranty global day shift (5 ftes)
5. fnol warranty global night shift (5 ftes)
this position is critical to the goals of commercial and personal lines, with kpis achieved above the market in 2023.
your contribution at aig
the position controls reputational and financial risk, ensuring compliance with regulations, managing client needs, and delivering information to local regulators.
manages a team of claims contact center representatives who serve as the initial point of contact for customers reporting first notice of loss (fnol). Oversees the effective response to inquiries regarding the claims process.
1. Functional responsibilities:
1. direct and manage teams of customer service agents and supervisors.
2. ensure compliance with company processes by monitoring calls.
3. provide ongoing training for staff.
4. monitor kpis to ensure compliance.
5. make reports on efficiency for management.
2. Accountabilities:
1. develop and implement operational strategies to improve service quality.
2. guarantee correct policy validation to avoid risks.
3. data management.
4. maintain a work environment in accordance with company policies.
3. Leadership skills:
1. excellent communication skills
2. collaborative
3. analytical thinking
4. results-driven
5. detail-oriented
6. proactive
4. Technical skills and expertise:
1. ability to handle multiple priorities and meet deadlines.
what we’re looking for:
1. microsoft packages – excel (high), word, outlook.
2. languages: english (b2 / c1 level – writing and reading)
3. bachelor’s degree in administration, engineering or similar.
4. 1 year of experience in a cc as manager or senior supervisor.
welcome to a culture of belonging
aig is committed to creating a culture that respects and celebrates diversity. We provide equal opportunity to all qualified individuals.
#j-18808-ljbffr