Customer Service Representative/Japanese Bilingual

This call center supports Japanese students studying abroad and AIG Japan's overseas travel insurance customers with an emergent travel and/or medical need that arise while traveling under a qualifying policy.
Responsibilities include:

• Provides telephone support and emergency evacuation services in response to client requests.
• Assists clients in analyzing their requests in order to provide adequate service.
• Uses appropriate resources to provide referrals to clients according to their requests.
• Coordinates the management of each clients travel emergencies, flight cancellations, flight delays, trip interruptions and cancellations, baggage delays and similar events in general travel assistance.
• Provides Customer Service to insured travelers regarding: policy benefits, verification of coverage, claims and claims information.
• 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.
• Sends and receives faxes and e-mails, calls via telephone, and supports inbound/outbound SMS communications.
• Makes assessments and files claims on behalf of the client.
• Works with and supports Provider Network Group by adding and evaluating both new service and existing service providers.
• Other duties may be assigned as need arises.

Education and Experience

• Contact Center experience is preferred but not required.
• Health care experience is preferred but not required.
• Experience in Customer Service or dealing directly with customers, such as: Airline, Inside/Outside Sales, Financial Services/Banking.

Knowledge and Skills

• Excellent telephone communication skills.
• Experience using computer for data tracking and record keeping.
• Proficiency in required languages.

Languages

• English required (Read, Write, and Speak)
• Japanese required (Read, Write, and Speak)

Math Skills

• Requires basic skills to analyze costs and options for services.

Cognitive Skills

• 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.

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.
AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.
Functional Area:
OP - Operations
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
AIG Travel Assist, Inc.