Claims Operations Team Lead

AIG; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Total Rewards Program

US Benefits Overview

Job summary

American International Group, Inc. (AIG) is seeking a Claims Operations Lead to support the Warranty claims team. You will engage insureds, service contractors, and clients to resolve claims efficiently and accurately in a fast-paced environment.

The role requires strong leadership, 2+ years of P&C adjusting, and excellent communication to drive fair outcomes and strong client satisfaction. This position emphasizes in-office collaboration and routine stakeholder interactions.

Qualifications

• 2+ years of P&C adjusting experience.
• Ability to lead and support a team while remaining hands-on with day-to-day claims.
• Record of providing outstanding customer service in a relevant environment.
• Excellent verbal and written communication skills.
• Experience in conflict resolution and negotiations.
• Analytical skills and ability to search for market data.
• Results oriented and able to work under pressure.
• Excellent organizational skills and ability to manage multiple projects.

Responsibilities

• Answer incoming calls, emails, and other correspondence concerning insurance claims.
• Interface with insured and stakeholders on claims related matters.
• Ask the right questions to determine claim approvals/denials.
• Adjudicate and settle claims according to fair practices.
• Be familiar with state statutes concerning claims practices.
• Train, mentor, and coach other claims agents.

Skills

P&C adjusting

Customer service

Leadership

Microsoft Excel

Communication

Education

High School Diploma or equivalent

Tools

Outlook

Word

Job description

Who We Are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

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.

AIG Warranty delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting.

With over 20+ years of experience, we are one of the warranty and service industry's leading providers, which is why many of the world's largest and most respected brands choose us. When retailers or manufacturers want flexible and innovative service solutions that will ensure the focus of building customer retention and customer satisfaction, they turn to us.

About The Role

Reporting to a Claims Team Manager, the Claims Operations Lead works directly with the insured, service contractors, clients, and other internal and external stakeholders to support the Warranty claims team. Senior Examiners are responsible for the handling of all Warranty Property and Casualty insurance claims for major clients in our diverse portfolio. Our portfolio consists of a diverse range of products from the home warranty, consumer electronics, and mobile industries.

What You Need To Know

The Claims Operations Leads are the ones our clients turn to in times of need and will act with speed, composure, compassion and knowledge to solve problems and the work they do every day is the heart of AIG’s business. The successful candidate that we seek will need to meet the minimum criteria to fully support and engage in the full range of duties expected.

What We’re Looking For

• Answer incoming phone calls, emails, and other correspondence concerning insurance claims.
• Ability to interface with the insured and other stakeholders concerning claims related matters.
• Ask the right questions about the claim, evaluating each request to determine if AIG should approve or deny a claim.
• Adjudicate and settle claim according to fair claims practices.
• Be familiar with state statutes concerning claims practices.
• Train, mentor, and coach other claims agents to support the adjusting and settlement practices.
• Audit claims files and authority use of other Agents to ensure claims best practices are being follower.
• Maintain knowledge of industry and asset coverage types.
• Handle research assignments and reporting as delegated by management.
• Maintain good working relationship during all contacts with clients, even during difficult conversations.
• Answer claims and coverage questions from other departments.
• Take responsibility for continuously improving processes and product knowledge, understanding of program coverage and exclusions.
• Act professionally at all times.
• Perform additional duties and work as assigned.

Required Qualifications

• At minimum, the successful candidate must have their home state Adjuster’s license and must be willing to complete all requirements for all states within the first 120-days of employment.
• 2+ years of P&C adjusting experience.
• Ability to lead and support a team while remaining hands-on with day-to-day claims.
• A record of providing outstanding customer service (can be within a sale, retail, pharmacy, equipment repair, insurance, etc., environment)
• Excellent verbal and written communication skill
• Experience in conflict resolution, or the ability to de-escalate tense situations, and comfortable in a role that requires some negotiations
• Analytical skills and the ability to search the internet for answers and market data
• Results oriented, and able to work well under pressure
• Excellent organizational skills- flexible with moving from project to project while keeping track of progress
• Professionalism and demonstrate and maintain strong ethics
• Effective written and verbal communication skills
• Basic Excel, Word, and Outlook skills
• Great interpersonal communication
• Ability to consistently meet deadlines
• High School Diploma or equivalent required

Your actual compensation will be dependent on your skills, experience, and qualifications.

In addition, we’re proud to offer a range of competitive benefits, a summary of which can be viewed here: US Benefits Overview.

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.

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