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.

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.

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.

?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.

Leadership Skills

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

?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