FNOL Supervisor: Lead Fast-Track Claims & Care

AIG; Ciudad de México; Presencial; MXN 360.000 - 600.000; Jornada completa

Descripción de la vacante

AIG in Mexico City seeks an FNOL Supervisor to lead the First Notice of Loss operation from the first contact, ensuring accuracy, speed, and quality in claims intake. You will oversee billing, Fast Track processes, and in-office client interactions with a focus on service excellence.

Responsibilities include coaching the FNOL team, monitoring queues, and delivering timely reports to management while ensuring compliance with internal standards and regulatory requirements.

Formación

• Experience with FNOL processes and end-to-end claims lifecycle.
• Ability to interpret policy language, coverages, and exclusions.
• Familiarity with claims management systems and CRM platforms.
• Understanding of SLAs, turnaround times (TAT), and quality metrics.

Responsabilidades

• Supervise daily FNOL team performance, ensuring SLA adherence and productivity.
• Ensure claims are registered with complete, accurate information per policies and regulations.
• Monitor queues and workloads to optimize flow and reduce delays.
• Provide coaching, feedback, and ongoing training to team members.
• Resolve escalated cases and complex customer or broker inquiries.
• Execute Fast Track claims processes according to rules and protocols.
• Oversee billing processes and Fast Track invoice payments.
• Manage in-office customer interactions with professionalism and empathy.
• Analyze operational metrics and prepare executive management reports.
• Drive process improvements and standardization across FNOL operations.

Conocimientos

FNOL knowledge

CRM proficiency

Policy interpretation

Regulatory knowledge

Queue management

Data reporting

Herramientas

CRM platforms

Descripción del empleo

AIG in Mexico City seeks an FNOL Supervisor to lead the First Notice of Loss operation from the first contact, ensuring accuracy, speed, and quality in claims intake. You will oversee billing, Fast Track processes, and in-office client interactions with a focus on service excellence.

Responsibilities include coaching the FNOL team, monitoring queues, and delivering timely reports to management while ensuring compliance with internal standards and regulatory requirements.