What are the responsibilities and job description for the Operations Oversight & Process Specialist position at AIG?
About AIG Warranty
AIG Warranty delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting.
With over 20 years of experience, we are one of the warranty and service industry's leading providers, which is why many of the world's largest and most respected brands choose us. When retailers or manufacturers want flexible and innovative service solutions that will ensure the focus of building customer retention and customer satisfaction, they turn to us.
About The Role
As an Operations Oversight & Process Specialist your job will be to perform assessments on multiple aspects of a claim journey. Assessments could include evaluating execution of standard operating procedures, claims policies and contractual agreements, customer experience, and/or identify opportunities in system functionality. A Claims Assessment Specialist should be able to provide recommendations to improve quality, workflow processes, policies, and system improvements. This role will report a claims team manager.
Key Responsibilities
Enjoy Benefits That Take Care Of What Matters
At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.
Reimagining insurance to make a bigger difference to the world
American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.
Welcome to a culture of inclusion
We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.
AIG provides 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.
AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.
Functional Area
CL - Claims
Service Net Warranty, LLC
AIG Warranty delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting.
With over 20 years of experience, we are one of the warranty and service industry's leading providers, which is why many of the world's largest and most respected brands choose us. When retailers or manufacturers want flexible and innovative service solutions that will ensure the focus of building customer retention and customer satisfaction, they turn to us.
About The Role
As an Operations Oversight & Process Specialist your job will be to perform assessments on multiple aspects of a claim journey. Assessments could include evaluating execution of standard operating procedures, claims policies and contractual agreements, customer experience, and/or identify opportunities in system functionality. A Claims Assessment Specialist should be able to provide recommendations to improve quality, workflow processes, policies, and system improvements. This role will report a claims team manager.
Key Responsibilities
- Review and evaluate claim/process to determine if proper practices are followed.
- Understand complex and highly technical processes to identify any associated risks.
- Maintain knowledge of multiple programs, products and sets of terms and conditions.
- Take responsibility in identifying and reporting process improvements and assist in building new processes.
- Provide detailed written feedback to managers for agent development and business operations.
- Participate in calibration sessions to ensure process/agent review consistency among all business units.
- Maintain a professional and collaborative partnership with various teams and individuals within the organization.
- Maintain and consistently track claim review results for upward feedback.
- Handle research assignments and reporting as delegated by management.
- Act professionally always.
- Perform additional duties and work as assigned.
- Critical thinker
- Meticulous attention to detail
- Excellent problem-solving skills
- Ability to work on own initiative and as part of a team
- Analytical skills
- Results oriented, and able to work well under pressure
- Excellent organizational skills
- Flexible with moving from project to project while keeping track of progress
- Ability to consistently meet deadlines
- Knowledge of insurance claims process is preferred.
Enjoy Benefits That Take Care Of What Matters
At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.
Reimagining insurance to make a bigger difference to the world
American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.
Welcome to a culture of inclusion
We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.
AIG provides 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.
AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.
Functional Area
CL - Claims
Service Net Warranty, LLC
