FNOL Supervisor

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

Who are we?

AIG is one of the most recognized insurance organizations worldwide, with a presence in more than 70 countries and a legacy built on technical expertise, financial strength, and a deep commitment to service. In Mexico, AIG combines global reach with local insight to protect individuals, businesses, and communities during their most critical moments. Within this mission, the First Notice of Loss (FNOL) process plays a strategic role: it is the starting point of every claim and the moment where we define the quality, speed, and clarity with which we will support our customers throughout the entire indemnification journey. A well-executed FNOL reflects AIG’s promise to be present from the very first minute—offering certainty, guidance, and a human, professional experience that truly makes a difference. Joining the FNOL team means contributing directly to AIG’s reputation and to our purpose of helping insureds recover and move forward.

Get to know the business

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network. We believe the insurance industry has a social mission - which is to provide people and businesses with the confidence they need to take risks and therefore help enable progress. In Claims, we have a critical role to play because our mission is to support our clients when risks materialize. In these situations, our most important job is to work with our clients to resolve their claims more quickly and efficiently and reach the right outcome. Because AIG Claims touches clients and customers more than any other area of the organization, the claims organization seeks to also make sure the solutions AIG develops continually meet their evolving needs.

About the role

The FNOL Supervisor leads and coordinates the First Notice of Loss operation, ensuring that every claim is captured with accuracy, timeliness, and quality from the very first contact. Beyond supervising the intake process, this role oversees critical secondary activities, including: Fast Track invoice payments Billing processes associated with FNOL Direct customer service for clients visiting the office in person. The FNOL Supervisor ensures operational efficiency, exceptional customer experience, and full compliance with internal standards, regulatory requirements, and service expectations.

Key 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.

Required Skills & Competencies

• 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.

Behavioral Competencies

• Team-oriented leadership focused on development and coaching.
• Clear, empathetic, and effective communication.
• Decision-making under pressure.
• Customer-centric mindset.
• Critical thinking and problem-solving orientation.
• Strong organization, operational discipline, and accountability.
• Adaptability to volume fluctuations, process changes, and system updates.

Desired Aptitudes

• High sense of urgency.
• Strong attention to detail.
• Proactive approach to identifying risks and improvement opportunities.
• Ability to remain calm and focused in high-demand situations.
• Collaborative and results-driven attitude.

Expected Attitude

• Willingness to learn the claims process from the ground up.
• Responsibility in handling sensitive information.
• Collaborative mindset and openness to feedback.
• Commitment to efficiency, accuracy, and service excellence.

Ideal Profile

• Deep knowledge of the FNOL process (this carries more weight than prior experience leading operational teams).
• Previous experience in claims, intake, triage, or similar operational areas.
• Experience supervising teams is desirable but not mandatory if the candidate demonstrates strong technical and operational mastery of FNOL.
• Ability to lead teams in high-volume, fast-paced environments.
• Strong balance between quality, speed, and customer experience.
• Analytical mindset with a focus on continuous improvement.

Why Join AIG

This role offers the opportunity to build a long-term career in claims, insurance operations, or leadership. You will learn about discipline that plays a critical role in helping people and businesses recover from unexpected events. You will be part of a team that makes a real impact - every single day. 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. 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: CL - Claims AIG SEGUROS MEXICO S.A. DE C.V. As a global risk leader with deep industry expertise and innovative solutions to smartly manage risk, AIG enables our clients’ growth in ways they never thought possible. We also do the same for our colleagues, because we know our people are our greatest strength - the source of every insight, every idea and every innovation. When we're working as one team to do what's right for our colleagues and our communities, we can achieve excellence together. 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. Join our Talent Community. Additional information about AIG can be found at www.aig.com | YouTube | Instagram| LinkedIn.

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.

Functional Area: CL - Claims

AIG SEGUROS MEXICO S.A. DE C.V. As a global risk leader with deep industry expertise and innovative solutions to smartly manage risk, AIG enables our clients’ growth in ways they never thought possible. We also do the same for our colleagues, because we know our people are our greatest strength - the source of every insight, every idea and every innovation.