Operations Calibration Specialist

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:

The Operations Calibration Specialist is part of the Implementation team, supporting the North American Implementation team, focusing on the teams in Mexico City, to ensure the quality of work in both call and case handling. The Implementation team is responsible for functions such as training, access provisioning, management reporting, quality control audits, complaints review, implementation of new accounts, as well as improvement of processes.

The Operations Calibration Specialist is responsible for:

• Perform regular audits of calls and cases
• Providing a technical referral point for team members with quality control processes
• Identifies case and call shortcomings per calibration packets and auditing forms
• Documents audits in calibration systems
• Meets agreed-upon auditing SLAs to ensure they are met or exceeded
• Works with Implementation managers to improve auditing standards in Assistance and Claims

What we're looking for:

• Experience:
• 1-3+ years of experience in one of the following industries: Insurance, Travel, Call Center.
• Bilingual in Spanish and English required, Trilingual in Portuguese, Spanish and English preferred
• Intermediate knowledge of O365 products (Word, SharePoint, Forms, PowerPoint)
• Advanced knowledge of Microsoft Excel
• Bachelor's degree preferred, Intermediate Industry experience in lieu of
• Ability to analyze data, determines root cause and presents findings clearly (required)
• Ability to handle an increasingly high volume of work in a fast-paced, deadline-driven environment (required)
• Ability to work with multiple stakeholders towards common, calibrated goals

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.