Warranty & Claims Operations Specialist

Aig Inc; Jeffersonville (IN); Presencial; USD 36.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Total Rewards Program

In-person collaboration culture

Descripción de la vacante

AIG is seeking an Operational Support Specialist to join our team in Jeffersonville, IN. You will support Apple warranty customers, coordinate with internal partners, and help deliver world-class service while upholding contract terms.

Key duties include developing reports on customer survey data, supporting claims management, implementing IVR driven improvements, handling escalations, and creating documentation to automate processes.

Formación

• 1+ year of work experience in a customer service support capacity; preferable in a service center environment.
• Required high school diploma or equivalent.
• Proficient with PC’s, especially with MS Word, Outlook, and Excel programs.
• Effective written and verbal communication
• Excellent interpersonal skills and the ability to work with a variety of personalities.
• Ability to consistently meet deadlines.
• Ability to work both independently and as part of a team.
• Previous customer service and/or phone experience.
• Ability to multi-task and handle several issues simultaneously.
• Ability to maintain a positive and professional attitude when dealing with escalated claims.
• Ability to negotiate with customers and vendors.
• Ability to coach and assist other team members in a professional manner.

Responsabilidades

• Develop reporting on customer survey data and present results to internal stakeholders and clients.
• Work with Open Claims Management and Complaints teams to identify more streamlined reporting for their results that can be more easily reported to business stakeholders.
• Take customer survey data along, with analytics from OCM and complaints, and implement IVR technology that will improve the customer experience.
• Expand customer service surveys to as many programs and touch points as possible.
• Support and lead special projects focused on improving the customer claim experience.
• Create documentation that can be utilized to automate processes.
• Handle inbound customer service and escalation calls from both customers and clients.
• Communicates effectively with all levels within AIG Warranty, clients and/or vendors.
• Organize and process claim paperwork as necessary.
• Serve as liaison between customers, clients and/or vendors.
• Responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner.
• Resolve client and customer claim issues; attempt to finalize issues within two days.

Conocimientos

Customer service

Communication

Multitasking

Teamwork

Negotiation

Coaching

Educación

High School Diploma

Herramientas

MS Word

Outlook

Excel

Descripción del empleo

AIG is seeking an Operational Support Specialist to join our team in Jeffersonville, IN. You will support Apple warranty customers, coordinate with internal partners, and help deliver world-class service while upholding contract terms.

Key duties include developing reports on customer survey data, supporting claims management, implementing IVR driven improvements, handling escalations, and creating documentation to automate processes.