Customer Service Team Lead

Leadership/Teamwork

• Assist with delegating team member work assignments, daily activities, and schedules.

• Resolve customer inquiries based upon a complaint and/or escalated call.
• Assist in the determination of work procedures.
• Assists with the monitoring of team member knowledge on products, services, and policies.
• Coordinate casework regarding travel emergencies related to an insured's emergent condition.
• Work with claims to assist the customer with their benefit inquiries.
• Actively participate in team, department, and center-based meetings

• Willingness to work on a flexible schedule to support team members that work a morning, mid and night shift

General/Quality/Management

• Monitors service coordinators knowledge on products, services, and company policies
• Regularly monitors e-mail and fax queues to assure appropriate actions is take in a timely manner by Global Corporate Assistance Service Coordinators
• Continue to assume all the duties and responsibilities of the Global Corporate Assistance Service Coordinators based upon staffing.
• Performs other duties as assigned

General Assistance

• Provides telephonic assistance to customers on regular bases and escalated calls, as directed, or when required by the size and scope of the case.
• Provides Customer Service to insured travelers regarding policy benefits, verification of coverage, claims and claims information.
• Consults with in-house medical to leverage their experience with the needs of the customer(s)
• Selects providers to aid customer experiencing a travel emergency and follow-up with providers to direct services and verify availability
• Coordinates casework regarding travel emergencies related to an insured's medical condition
• Makes the appropriate arrangements for remote medical treatment, medical evacuation by special airlift, ground services or by assisted commercial aircraft
• Provides Customer Service support for insured travelers regarding such issues as policy benefits, verification of coverage, claim information
• Works with claims to assist coordinators and customer with benefit inquires and/or filing
• Monitor patient status and makes regular updates to travel companions, family members, employers within the confines of the Health Insurance Portability and Accountability Act, the General Data Protection Act, and other applicable regulations
• Conduct telephonic translation and interpretation
• Answers inbound electronic mail/faxes and transmits outbound
• Answers telephones and appropriately directs to specialty parties
• Initiates outbound telephone calls
• Assists with claim adjudication and process if required, coordination of benefits, and policy compliance

Job Requirements
Education and Experience

• High School Diploma or equivalent work experience
• Customer service lead experience is preferred but not required.

Knowledge and Skills

• Excellent telephone communication skills
• Experience using computer for data tracking and record keeping.

Languages

• High language proficiency in Japanese is a must (Native - Read, Write, and Speak)
• English is required (Read, Write, and Speak)

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.

A look at our Benefits
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, our "Giving Back" program allows you to take up to 16 hours a year to volunteer in your community. Our global mental health and wellness days off provide all colleagues with a paid day off to focus on their mental health and wellbeing.
We also believe in fostering our colleagues' development and offer a range of learning opportunities for colleagues to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible colleagues 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
American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide 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 such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.
To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusion
AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to candidatecare@aig.com. Reasonable accommodations will be determined on a case-by-case basis.
Functional Area:
OP - Operations
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
AIG Travel Assist, Inc.