Cfa Customer Service Team Lead

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

Get to know the business

AIG Travel Guard is a provider of travel insurance plans and assistance services covering travelers worldwide through each of the 7 centers we have in different parts of the world. From our service center based in Mexico City we provide support to LAC, Spain and Portugal.

AIG Travel Guard The plans offer coverage for vacation and trip cancellation, travel interruptions and delays, emergency medical and health expenses, lost baggage and more. We provide support to both leisure and corporate travelers all around the globe.

Recently, AIG Travel Guard was awarded top honors by Forbes Advisor in their Best Travel Insurance Companies list for consumers. Out of 15 travel insurance companies ranked by the financial news outlet, AIG Travel came in first.

About the role

**What you need to know**:
The CareFree® Customer Service Team Leader supports and leads Customer Service Coordinators in the diligence of the duties they perform in providing emergent assistance to travelers abroad who need personal care and emergency relief. This is a challenging and rewarding position where the applicant will be able to put his/her problem solving, analytical and customer service skills to use every day.

As a Team Lead at AIG you are at the forefront of where emergent based customer service meets superior trained coordinators. 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 CFA Customer Service Coordinator is responsible for**:
Assist with delegating team member work assignments, daily activities, and schedules
Resolve customer inquiries based upon a complaint and/or escalated call
Assist in the determination of work procedures
Work on a flexible schedule
Assists with the monitoring of team member knowledge on products, services, and policies
Provide omnichannel assistance to customers when travel emergencies arise including medical support, trip interruption, liability, repatriation, and general customer service
Utilize appropriate resources to provide medical referrals as requested by customers.
Coordinate casework regarding travel emergencies related to an insured’s emergent condition
Work with claims to assist the customer with their benefit inquiries
Actively participate in team, department, and center-based meetings

What we are looking for

Mastery of the English language; Primarily supports U.S. Passport holders
Fluent (Read, Write, Speak) Spanish, English; Portuguese preferred
Bachelor’s degree or equivalent work experience
Demonstrated experience in a call center environment, preferably with international travel exposure
Demonstrated personal expertise and knowledge in emergency/critical case coordination
Demonstrated personal expertise in presentation, training, and teaching skills
Must possess clear, concise, and professional verbal and written communication abilities
Must have mastery level proficiency in English
Bilingual preferred, but not required
**PC skills**: O365, MS Teams
Ability to work under pressure and as part of a team
Good verbal and written communication and leadership skills
Must be able to function with a high degree of independent judgment

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

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender express