What are the responsibilities and job description for the Senior consumer Relations Specialist position at AIG?
Job Description/Requirements
Senior Consumer Relations Specialist reviews the underlying facts of the complaint, deter‐mines an appropriate solution, and delivers the response to the customer. Responsible for providing a superior level of service/support to both internal and external customers. This role will assist other team members to provide accurate claim resolutions. To do well in this role you will need to be able to remain calm when customers are frustrated.
Proficient with PC’s, especially with MS Word, Outlook, and Excel programs.
Effective written and verbal communication
Excellent interpersonal skills and the ability to work with a variety of personalities.
Maintain a positive, empathetic, and professional attitude towards customers at all times.
Ability to consistently meet deadlines.
Ability to work both independently and as part of a team.
Superb organizational skills.
Previous customer service and/or phone experience.
Ability to multi-task and handle several issues simultaneously.
Ability to maintain a positive and professional attitude when dealing with esca‐lated claims.
Ability to negotiate with customers and vendors.
Ability to coach and assist other team members in a professional manner.
Handle inbound customer service and escalation calls from both customers and clients.
Communicates effectively with all levels within AIG Warranty, clients and/or vendors.
Organize and process claim paperwork as necessary.
Serve as liaison between customers, clients and/or vendors.
Responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner.
Use assigned claims authority to preform claims functions to review and ap‐prove or deny repairs, determine repair vs. replace solutions, and process pay‐ments as needed to resolve customer escalations.
Resolve client and customer claim issues; attempt to finalize issues within three business days
At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.
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
OP - Operations
Service Net Warranty, LLC
Senior Consumer Relations Specialist reviews the underlying facts of the complaint, deter‐mines an appropriate solution, and delivers the response to the customer. Responsible for providing a superior level of service/support to both internal and external customers. This role will assist other team members to provide accurate claim resolutions. To do well in this role you will need to be able to remain calm when customers are frustrated.
Proficient with PC’s, especially with MS Word, Outlook, and Excel programs.
Effective written and verbal communication
Excellent interpersonal skills and the ability to work with a variety of personalities.
Maintain a positive, empathetic, and professional attitude towards customers at all times.
Ability to consistently meet deadlines.
Ability to work both independently and as part of a team.
Superb organizational skills.
Previous customer service and/or phone experience.
Ability to multi-task and handle several issues simultaneously.
Ability to maintain a positive and professional attitude when dealing with esca‐lated claims.
Ability to negotiate with customers and vendors.
Ability to coach and assist other team members in a professional manner.
Handle inbound customer service and escalation calls from both customers and clients.
Communicates effectively with all levels within AIG Warranty, clients and/or vendors.
Organize and process claim paperwork as necessary.
Serve as liaison between customers, clients and/or vendors.
Responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner.
Use assigned claims authority to preform claims functions to review and ap‐prove or deny repairs, determine repair vs. replace solutions, and process pay‐ments as needed to resolve customer escalations.
Resolve client and customer claim issues; attempt to finalize issues within three business days
At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.
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
OP - Operations
Service Net Warranty, LLC