Customer Service Support

American International Group; Birmingham; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Volunteer Time Off

Total Rewards Program

Job summary

American International Group, Inc. (AIG) invites you to join our Broker Service Advisor team in the United Kingdom.

You will professionally handle incoming calls from existing customers, complete enquiries, and take actions within your underwriting authority to deliver timely, accurate service. This role emphasises building relationships, maintaining product and system knowledge, meeting SLAs, and collaborating with teams to resolve customer enquiries.

Qualifications

• Experience working in a high-volume insurance service centre.
• Excellent written and verbal communication skills.
• Ability to work as part of a team and independently.

Responsibilities

• Professionally handle incoming calls from existing customers, completing enquiries and actions.
• Work within underwriting authority and complete referrals where required.
• Maintain product knowledge and accurate information for customers.
• Support colleagues and follow up on requests within SLAs.
• Develop relationships with internal and external stakeholders.

Skills

High-volume support

Customer service

Communication skills

Tools

CRM systems

Job description

Make your mark in Broker Service Advisor

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.

What you will create an impact

• Professionally handle incoming calls from existing customers, completing enquiries, and taking all necessary actions in a professional and service focused approach.
• Work within own underwriting authority and complete correct referrals where required
• Actively seek learning opportunities to upskill and enhance product knowledge
• Work with the Team Leads to support ad hoc queries or support where necessary
• Take responsibility for all customer requests, ensuring action and follow up within the agreed service level.
• Develop and maintain productive external and internal relationships.
• Effectively liaise with appropriate representatives of other departments to successfully resolve customer enquiries.
• Practice customer care by providing accurate information to customers at all times.
• Ensure good product and system knowledge is maintained.
• Ensure all relevant systems are updated in a timely manner.

What you’ll need to succeed

• Experience working in a high-volume insurance service centre evidencing excellent performance.
• Demonstrate drive and a can-do attitude.
• Excellent team player and the ability to work independently.
• Excellent communication skills written/verbal.
• Diligence.
• A full understanding of the impact of regulation and FCA #LI-AIG

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

• Volunteer Time Off and Matching Grants Programs
• At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

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 inclusion

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 learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent 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 [e-mail].

Functional Area: OP - Operations

AIG Europe S.A. (U.K. Branch) & American International Group UK Ltd

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