LAR 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**:
Total Compensation range from 232,000 MXN to 424,000 MXN based on experience
Paid Time Off; Up to 20 days each year after the first year with the AIG
Company provided language instruction (English/Portuguese)
The Latin American Region (LAR) 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, Security and Compliance teams to provide superior customer service in our clients' greatest time of need.
**Main activities include**:
Arrange clinic/hospital services at Emergency Rooms or with Specialists, House Call visits or Virtual Medical Assistance, Lab Tests coordination, Medical Evacuations, Repatriation of Mortal Remains, among others
Track delayed luggage, explain process for Trip Cancellation and Trip Interruption benefits, among others
Care and consideration given to cases managed in respect of technical and operational case management quality, complaints reduction, leakage and cost control, reserving accuracy, quality and ensure department operates within defined regulatory, legal and company policy requirements
Assist clients in analyzing their requests in order to provide adequate service.
Provide customer service to insured travelers regarding policy benefits, verification of coverage, claims and claims general information
Document the entire management of each case making sure to have the complete and accurate information
Deliver superior customer service for our clients and customers, whilst ensuring regulatory principles & processes
Ability to view department's workload for case and task reassignments, monitoring and setting reserves, following processes and escalating in accordance with the guidelines within agreed timeframe/service level
In case handling makes the appropriate arrangements for either emergency remote medical treatment, or medical evacuation by either special aircraft or by assisted commercial flight
Participates in self-development, through QA, case-related training, mentoring, content specific training, as well as feedback to Team Leaders on progress
**What we're looking for**:
**Experience**:
2+ years of experience in customer service, preferably with international service desirable, but not required
College degree preferred, not required
Fluent (Read, Write, Speak) Spanish, Portuguese, English
Basic to intermediate knowledge of Microsoft office suite skills (Word, PowerPoint, Outlook)
Teamwork, effective communication skills, problem solving, outstanding customer service, proactive.
Must have a strong orientation to problem solving and sense of urgency
Ability to work with cases that demand a high level of attention, care, fast and accurate responses
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 enh