Fnol Cabin Agent

**FNOL Cabin Agent Bilingual**:
**Who we**are.**:
American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

**Get to know the business**

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

The Customer Service team collaborates with the company to support policyholders and brokers on a wide range of products and offers through each interaction in 7 x 24 service window 365 days a year. Each CC agent is responsible for delivering and materializing the offer and promise of the product. Our main goal is to offer support, experience, and a service of excellence on the attention of emergencies. The FNOL Cabin Agent has the responsibility of providing immediate attention for the requests of our insured, even on situations, where the health and safety are compromised.

**About the**role**:
The FNOL Cabin Agent is responsible for providing immediate and quality attention to our insured when they suffer a vehicle or home accident or require a type of assistance that we offer in our products.

The position is part of the Mexico Contact Center team responsible for assisting our clients during a claim or who need assistance on a 7 x 24-hour service schedule, in accordance with local regulations and criteria established according to AIG guidelines.

In 2024, about 200,000 calls were handled by the Mexico Claims and Assistance FNOL Contact Center

The main activities of this agent are:

- Register in our systems new claims for car accidents, road assistance, etc.
- Perform the correct status validation and policy collection.
- Support in customer service providing the necessary information for the follow-up of your claim.

**What you need to**know**:
The contact center is not only critical to support the business team and serve the insured in case of claim or assistance, but also to avoid financial and regulatory impacts.

In 2024 achieved KPI´s above the market with 90% in Service Level and 3% in Abandoned calls.
- AUTO: Calls 96,444 / Portfolio value USD 33 MM annualized premiums.
- Package: Calls 10,320 / Portfolio value USD 5 MM annualized premiums.
- Warranty: Calls 85,812 / Portfolio value USD 16 MM annualized premiums.

Position performance has a direct positive impact in recent years on NPS Surveys results from 53% in 2020 to 64% in 2024.

**Your contribution to AIG**:

- The FNOL Cabin Agent has the task of collecting detailed information to provide the attention for car accidents, personal accidents, commercial lines, and multiple assistances.
- **Trough product knowledge and care processes, as well as the correct use of our main systems, to meet the needs of our insured in the moment of truth and avoid an economic or reputational impact.**

**Duties and Responsibilities**:
**1. Functional Responsibilities**:

- Attention and orientation to the clients in emergency situations in English and Spanish.
- Validation and data capture in a variety of databases.
- Assistance and adjustment coordination.
- Taking decisions based on the information in the system.
- Interpretation and traduction of the information given by the insured in English, keeping the same message and content on both languages.

2. Responsibilities:
Giving quick, sharp, and efficient attention to the requests of our insured in an emergency.

3. Skills and Experience
- Under pressure work capacity.
- Client management.
- Procedure following in the attention of the client.
- High empathy and listening capacity.
- Problem solving skills and quick thinking.

**What we are looking for**:
**Experience**:

- 1 year in customer service
- Basic knowledge of insurance products and reclamation processes.
- Flexibility for rotation of shifts.
- Along with the technical abilities for the job, efficient teamwork capacity and proactivity.
- Attention to the detail.
- Microsoft Packages - Excel (High), Word, Outlook.
- Learning disposition

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 mat