Lead FNOL Operations & Client Care

AIG; Ciudad de México; Presencial; MXN 350.000 - 550.000; Jornada completa

Descripción de la vacante

AIG in Mexico City is seeking an FNOL Supervisor to lead the First Notice of Loss operations. You will ensure accurate, timely claim capture from first contact and oversee key secondary activities such as Fast Track payments and in-person client service.

Responsibilities include supervising daily FNOL performance, maintaining data integrity, coaching staff, and driving process improvements while ensuring regulatory compliance and exceptional customer experience.

Formación

• Strong knowledge of the FNOL process and end-to-end claims lifecycle.
• Proficiency in claims management systems and CRM platforms.
• Ability to interpret policies, coverages, and exclusions.
• Understanding of operational metrics (SLA, TAT, productivity, quality).
• Knowledge of regulatory requirements related to claims intake.

Responsabilidades

• Supervise the daily performance of the FNOL team, ensuring adherence to SLA, quality standards, and productivity goals.
• Ensure that every claim is registered with complete, accurate information in accordance with internal policies and regulatory requirements.
• Monitor queues, workloads, and turnaround times to optimize operational flow.
• Provide coaching, feedback, and continuous training to team members.
• Resolve escalated cases, operational questions, and complex customer or broker situations.
• Execute Fast Track claims management processes based on predefined business rules and operational protocols.
• Oversee and ensure the correct execution of billing processes and Fast Track invoice payments.
• Manage in-office customer interactions, ensuring a professional, empathetic, and solution-oriented experience.
• Analyze operational metrics and prepare executive reports for management.
• Drive process improvements, automation initiatives, and standardization efforts.
• Ensure compliance with local regulations, privacy policies, and quality standards.

Conocimientos

FNOL process

Claims management systems

CRM platforms

Policies, coverages & exclusions

Regulatory requirements

Data analysis

Queue management

Herramientas

Claims management systems

CRM platforms

Descripción del empleo

AIG in Mexico City is seeking an FNOL Supervisor to lead the First Notice of Loss operations. You will ensure accurate, timely claim capture from first contact and oversee key secondary activities such as Fast Track payments and in-person client service.

Responsibilities include supervising daily FNOL performance, maintaining data integrity, coaching staff, and driving process improvements while ensuring regulatory compliance and exceptional customer experience.