Cfa Customer Service Coordinator

CFA Customer Service Coordinator (Trilingual)

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® 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 CFA 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
- 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
- Mastery of the English language; Primarily supports U.S. Passport holders
- Fluent (Read, Write, Speak) Spanish, Portuguese, English
- Contact Center experience is preferred by 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
- Excellent telephone communication skills and computer skills
- Excellent verbal and written use of the language
- 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

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 r