FNOL Operations Lead — Claims & Service

American International Group; Mexico; On-site; MXN 420,000 - 560,000; Full time

Job summary

American International Group (AIG) Mexico City is seeking a FNOL Supervisor to lead the First Notice of Loss operations in the office. You will oversee intake, billing coordination, and customer interactions while ensuring accuracy and compliance.

The role emphasizes developing team capabilities and delivering high-quality service from the first contact. The position requires strong FNOL knowledge, claims-system proficiency, and the ability to manage SLA, TAT, and workflow metrics in a

Qualifications

• Strong knowledge of the FNOL process and the 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.
• Ability to manage queues, workloads, and prioritization.
• Data analysis and reporting skills.

Responsibilities

• 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.

Skills

FNOL process knowledge

End-to-end claims lifecycle

Claims management systems

CRM platforms

Queue and workload management

Data analysis and reporting

Regulatory knowledge

Communication and empathy

Tools

CRM platforms

Job description

American International Group (AIG) Mexico City is seeking a FNOL Supervisor to lead the First Notice of Loss operations in the office. You will oversee intake, billing coordination, and customer interactions while ensuring accuracy and compliance.

The role emphasizes developing team capabilities and delivering high-quality service from the first contact. The position requires strong FNOL knowledge, claims-system proficiency, and the ability to manage SLA, TAT, and workflow metrics in a