Gca Customer Service Manager

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 Global Corporate Assistance (GCA) Customer Service Manager supports and leads Customer Service Team Leads and Customer Service Coordinators in the diligence of the duties they perform in providing emergent assistance to travelers abroad who need personal care and emergency relief. This is a challenging and rewarding position where the applicant will be able to put his/her problem solving, analytical and Customer Service skills to use every day.
As a Service Manager at AIG you are at the forefront of where emergent based Customer Service meets superior trained coordinators. 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 GCA Customer Service Manager is responsible for:
Leads and develops an effective team of Customer Service Team Leaders (2) and Customer Service Coordinators (10)
Supervises and delegates daily activities and work processes related to call center operations and emergent case management
Communicates goals and expectations to staff and delivers performance feedback
Co-Leads staff development activities with Operations Implementation Manager through observations, coaching, training, and mentorship activities
Continually rivets existing operations processes and operations performance to refine business unit operations in conjunction with the Director of Operations
Answers questions about services or products and recommends corrective actions to address customer complaints; has the ability to manage a complaint
Works with peers in Clams, Quality Assurance and Training Development to support the performance of the business unit
Performs Team Lead and Coordinator roles when required as determined by Director of Operations and/or business volumes
Willingness to work on a flexible schedule the best supports the operation and staff
Conducts all Human Resources related activities, Hiring, Disciplinary, Performance development in conjunction with HR professionals
What we are looking for
Desired Bachelors degree or equivalent work experience
Desired 3-5 years' experience in a call center environment, preferably with international travel exposure
Demonstrates personal expertise and knowledge in emergency/critical case coordination
Demonstrates personal expertise in presentation, training and teaching skills
Must possess clear, concise, and professional verbal and written communication abilities
Schedule flexibility, when needed as we are a 24/7 operation center
Must have masterly level proficiency in English
Masterly level proficiency (or native language) in German, French, Italian, Russian or Mandarin is a plus, but not required
Intermediate knowledge of MS 0365 Suite
Ability to work under pressure and as part of a team in a fast paced environment
Schedule
Assistance Call Center Hours of Operation are 24/7/365. The shift we are hiring for is Afternoon Shift: 1:30p-10:00p, 5-days per week.
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 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
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. 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. 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.
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.