Customer Service Manager

Customer Service Manager
Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

Get to know the business

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

The Customer Service Manager function is meant to be a partner to the business segments, offering support, expertise, and partnership. The existing diversity of the business portfolio demands from the Customer Service Manager specialized expertise in the different business areas. The Customer Service Manager team works with the business to support a wide array of products and offerings, through a complex and highly demanding distribution force and network. Customer Service Manager has the responsibility of delivering and materializing the product offer and promise. In the case of Customer Service Manager this opportunity is given in even the most sensible and highly complex situations where the health and well being of our insureds and clients is touched and where we can make a significant difference at that level.

About the role
What you need to know:

The position is responsible for the Claims Contact Center (CC) of México with five departments in charge operating in 24 hours / 7 days a week and a team of 44 FTE´s:

• FNOL General Insurance Day shift (17 FTE´s)
• FNOL General Insurance Night shift (4 FTE´s)
• FNOL Warranty México (13 FTE´s)
• FNOL Warranty Global Day shift (5 FTE´s)
• FNOL Warranty Global Night shift (5 FTE´s) *

*Recent Costa Rica migration

The position is critical to the goals of Commercial and Personal Lines:

In 2023 achieved KPI´s above the market with 90% in Service Level and 3% in Abandoned calls.

• AUTO: Calls Handled 45,950 / Portfolio value 35,224,000 USD in annualized premiums.
• A&H: Calls Handled 9,320 / Portfolio value 14,086,610 USD in annualized premiums.

Key position in successful transition of Warranty Spanish campaigns from Costa Rica to Mexico and the main point of contact with Jeffersonville, USA. In December 2023 was achieved 93% in Service Level and 2% in Abandoned calls with 1,802 Calls Handled.

Position performance has a direct impact in recent years on NPS Surveys results from 53% in 2020 to 64% in 2023.

Your contribution at AIG

The position is in charge to control and reduces reputational and financial risk by ensuring that staff in charge meet with regulatory compliance in each country, procedures, policies, efficiently manage client needs and complaints and efficiently deliver the information requested by the local regulator during the year.

Manages a team of Claims Contact Center representatives who serve as the initial point of contact for customers reporting First Notice of Loss (FNOL).  Oversees the effective, efficient, and timely response to inquiries regarding the claims process.

Critical position to ensure the execution of business continuity plans (BC) through being available to deliver support to the front-line team (supervisors in charge) in a 24 x 7 operation in case of scaling, technological problems, etc.

1.Functional Responsibilities:

• Staff management: Direct and manage teams of Customer Service agents and supervisors of the claim’s booths of the different lines of business.
• Ensure that agents follow the processes kept by the company by monitoring calls.
• Provide ongoing training for staff, ensuring they are up to date with procedures and best practices.
• Monitor KPI’s through management systems to ensure compliance with these.
• Ensure that all operations and interactions comply with company and local government rules and regulations.
• Make reports on efficiency, achievement of objectives for delivery to Management.

2.Accountabilities:

• Develop and implement operational strategies to improve the efficiency and quality of service to internal and external clients within PCI processes.
• Guarantee that the correct validation of the policies is carried out so that the adjusters or suppliers make the correct assignment of coverage, without the company having economic or reputational risks.

• Data management
• Maintain a work environment in accordance with company policies, maintaining the attrition target.

 3. Leadership Skills

• Excellent communication skills
• Collaborative
• Analytical thinking
• Strong Communication Skills
• Strong Customer Service Skills
• Results-driven
• Focused
• Detail-oriented
• Proactive

 4. Technical Skills and Expertise

• Management Efficient - Ability to handle multiple priorities, organize work and meet deadlines.

What we’re looking for:

• Microsoft Packages – Excel (High), Word, Outlook.
• Languages: English (B2/C1 Level – writing and reading)
• Learning disposition
• Bachelor´s degree in Administration, Engineering or Similar.
• Experience: Have worked in CC as Manager or Senior Supervisor at least 1 year with people under his charge, service skills and orient results.

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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 *************@aig.com.  

Functional Area:

OP - OperationsEstimated Travel Percentage (%): No TravelRelocation Provided: NoAIG SEGUROS MEXICO S.A. DE C.V.