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CFA Customer Service Coordinator

2 weeks ago

Houston, Texas, United States AIG Full time

Who we are

AIG has an unsurpassed global travel insurance underwriting capability through AIG's insurance operations in more than 100 countries. Millions of leisure and business travelers alike rely on Travel Guard, AIG Travel's portfolio of travel insurance solutions and global assistance services, to help them recover from unexpected circumstances that can interrupt their travel plans. Through eight wholly owned, state-of-the-art global service centers, customers have access to 24/7 emergency travel assistance, medical and security services with more than 40 languages spoken on-site. We help people travel more and worry less.

About the role

  • Paid Time Off (AIG recognizes the importance of work life balance). We offer 24 PTO days to start
  • Competitive Medical, Dental and Vision insurance plans
  • A 401(k) Retirement Plan which will be HARD TO BEAT. Our 401K - $1 for $1 match up to 6% with immediate vesting, plus AIG automatically contributes an additional 3% in to your 401K regardless of if you enroll or not
  • Our "Giving Back" policy is at the core of our daily operations and guides our future progress. Don't believe us?  We put our money where our mouth is AIG, will give you up to 16 hours a year paid time off to volunteer in the community.

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

  • English required
  • Preferred Bilingual in Spanish, and/or Multilingual in Spanish and Portuguese or Spanish and French
  • 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

Schedule

Assistance Call Center Hours of Operation are 24/7/365. The shift we are hiring for is Afternoon/Evening Shift: 10a-6p, 5-days per week.

This position offers shift wage increases as follows:
15% hourly wage increase between the hours of 12:00 AM and 8:00 AM.
10% hourly wage increase between the hours of 4:00 PM to 12:00 AM.

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 belonging

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 our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity 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.

Functional Area:

OP - OperationsEstimated Travel Percentage (%):Relocation Provided:Travel Guard Group, Inc.