Customer Service Officer

AIG

About The Role

What you need to know:

• Group individual tasks into broad responsibility areas that are easy to understand by job seekers. Ensure you include responsibilities/duties unique to the organization that help candidates differentiate this role from a similar role in other organizations.
• Emphasize details about day-to-day work and provide one or two very tangible examples of work (specific projects, stakeholders, or activities).
• Consider highlighting potentially challenging aspects of the job, organization, or industry. This helps candidate evaluate the job opening and apply only if genuinely interested.
  
  

Minimum Qualifications/Education/Experience/knowledge

What we re looking for:

Qualifications & Education

High School Diploma or GED. Some college preferred.

Experience

• Experience in general Insurance operations.
  
  

Training

• Completion of assigned trainings through Talent Connection within the time frame ensuring all operations are conducted within AIGs scope of business.
• Completion of trainings assigned by the line manager.
  
  

Knowledge

• Strong PC skills and using multiple programs simultaneously.
• Ability to multitask.
• Effective communication skills (written, verbal and active listening).
• Demonstrate effective organizational, time management and prioritization skills.
• Demonstrate on a consistent basis follow through skills.
• Ability to adapt to change to meet the needs of the clients and department.
• Ability to work independently and in a team environment.
  
  

Job Accountabilities

Perform Client Policy Servicing activities supporting business, distribution and other internal support functions in line with departments standard operating procedure. Provide exceptional customer service not only to policyholders, brokers, intermediaries but also to internal AIG functions. Diligently handle business requests, validate the accuracy of data and update the required information for successful booking process using the various booking platforms and productivity tools. Generating policyholder documentation, including schedules, renewal invitations and related business operations activities Maintaining accurate records, retrieving, filing and archiving correspondence as per company guidelines Communicating with customers to provide further additional information regarding products or services. Following up with the external or internal stakeholders to ensure that their requests are accurately processed, and issues are appropriately addressed. Participate in developing and recommending changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole; Process UAT when it is required, work effectively with multiple internal departments & teams to complete the projects. Provide back-up support to other team members. Ensuring broker records for KYC and onboarding of AG as a vendor in customer accounts are effectively managed.

General/Quality

Achieve target of 97% of Operation tasks and responsibilities Ensure processing turnaround time for policy application/transaction processing, submission(s) tracking is adhered to, and SLA are met

Communication and Working Relationships

Internal AIG employees across all departments to meet daily operational requirements

External AIG insured (policyholders, brokers and client companies) for policy servicing Potential customers for sale of AIG products

Key Competencies

Ability to prioritize & manage workload. Self-starter Service oriented approach & positive attitude towards excellent customer service. Ability to multi-task between different product lines and fixed activities. Highly efficient in a busy/ high volume environment Ability to work under pressure, work independently as well as collaboratively. Time management and prioritization skills to be able to manage workload and meet the required deadlines, targets and SLA requirements. Must be accurate, detail-oriented, and able to complete work on schedule Excellent Interpersonal skills, people management skills and ability to engage training attendees and stakeholders various levels of organization. Considers teamwork and collaboration as well as being detail oriented.