GCA Service Manager

AIG

Job Description

Functional Area:

OP - OperationsEstimated Travel Percentage (%): No TravelRelocation Provided: NoAIG Travel Assist, Inc.

Job Description

Leads a team of 10 - 12 Travel Service Coordinators that support AIG policy holders with an emergent travel, medical and/or security need that, arise while traveling under a qualifying policy. This is a challenging and rewarding position where the applicant will be able to put his/her problem solving, analytical, customer service, and leadership skills to use every day.

Leadership/Teamwork

•Delegates team member work assignments, daily activities, and schedules; verifies, ensures accuracy, and makes time keeping adjustments

•Manages complaints or escalated calls and seeks process improvement opportunities to correct deficiencies

•Resolves problems/escalated issues, expedites rush items, and assists customer service/contact center coordinators with sensitive/high-profile/challenging customers

•Develops employees with a superior sense of motivation in order to improve productivity and performance metrics

•Communicates regularly with the Multinational Operations Manager

•Resolves disagreements, communicates clearly, and encourages self-determination

•Reviews SLAs and inbound case details to regularly adjust agent workload and/or augment staff as required

•Willingness to work on a flexible schedule in order to support team members that work a morning, mid and night shift with weekends included in schedule.

•Participate in routine leadership meetings and daily handover discussions with team during shift change

General/Quality/Management

•Monitors service coordinators knowledge on products, services, and company policies

•Completes active case management quality audits and develops individual and group criteria for improvement

•Completes routine one to one meetings with direct reports on a monthly basis

•Completes call reviews on a monthly basis as specified in standard operating procedures

•Regularly monitors e-mail and fax queues to assure appropriate actions is take in a timely manner by Global Corporate Assistance Service Coordinators

•Analyzes KPIs and conducts both short and long term planning to achieve performance goals

•Continues to assume all of the duties and responsibilities of the Global Corporate Assistance Service Coordinators and/or GCA Team Lead based upon staffing which includes knowledge of working emergency cases in an effort to maintain SLAs

•Facilitates employee HR related concerns when applicable

•Manages leadership shared inboxes by responding to inquiries and processing case or operational requests in a timely fashion

General Assistance

•Provides telephonic assistance to customers on escalated calls, as directed, or when required by the size and scope of the case

•Consults with in-house medical and security staff 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

•Monitors 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 through third party provider when necessary

•Answers inbound electronic mail/faxes and transmits outbound

•Answers inbound emails in a timely fashion while also ensuring shared inbox is being actively managed by the coordinators on shift

•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

Meetings

•Actively arranges and delivers Department meetings

•Actively conducts small group meetings with employees as needed

Recruitment/Interviewing

•Completes interviews and hiring recommendations

Job Requirements:

•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

•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

•PC Skills: MS Office; typing

•Ability to work under pressure and as part of a team

•Schedule rotates from morning to mid shifts in combination with peers

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.

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