FNOL Cabin Agent Bilingual
FNOL Cabin Agent Bilingual
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Job Description
FNOL Cabin Agent Bilingual
The bilingual agents of the FNOL booth are responsible for answering inbound calls in English received at the Mexico Contact Center covering a 7 x 24-hour service schedule for customers who need assistance due to an accident or assistance in compliance with local regulations and criteria established in accordance with AIG guidelines. This position is the only one we have in CC MEX to manage these calls from Monday to Saturday from 10:00 to 18:00 hrs.
Who we are.
American International Group Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.
Were also committed to making a positive difference for our colleagues and in the communities where we work and live. 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.
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 worlds most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified multichannel distribution network.
The Customer Service team collaborates with the company to support policyholders and brokers on a wide range of products and offers through each interaction in 7 x 24 service window 365 days a year. Each CC agent is responsible for delivering and materializing the offer and promise of the product. Our main goal is to offer support experience and a service of excellence on the attention of emergencies. The FNOL Cabin Agent has the responsibility of providing immediate attention for the requests of our insured even on situations where the health and safety are compromised.
About the role
The FNOL Cabin Agent Bilingual is responsible for providing immediate and quality attention to our insured when they suffer a vehicle or home accident or require a type of assistance that we offer in our products.
This position is part of a team made up of 4 agents who attend to a 24-hour service window from Monday to Sunday. This position is responsible for attend 38% of the calls in English during a schedule from Monday to Saturday from 10:00 to 18:00 hrs.
This service in English is part of the requirements agreed in contract with MEXIPASS our second most important agent in Mexico AUTO policies and represents USD $annualized premium per year for AIG Mexico.
The main activities of this agent are:
- 25% Register in our systems new claims for car accidents road assistance etc.
- 25% Perform the correct status validation and policy collection through the MEXIPASS Web Site.
- 10% Tracking crane suppliers road assistance adjusters
- 30% Also has the responsibility to answer calls in Spanish from the emergency line when there is no call request in English.
- 10% Support in the area of customer service providing the necessary information for the follow-up of your claim.
What you need to know:
Our main goal is to offer support experience and a service of excellence on the attention of emergencies. The FNOL Cabin Agent has the responsibility of providing immediate attention for the requests of our insured even on situations where the health and safety are compromised.
Your contribution to AIG
- The FNOL Cabin Agent has the task of collecting detailed information to provide the attention for car accidents personal accidents commercial lines and multiple assistances.
Trough product knowledge and care processes as well as the correct use of our main systems to meet the needs of our insured in the moment of truth and avoid an economic or reputational impact.
Duties and Responsibilities
1. Functional Responsibilities:
- Attention and orientation to the clients in emergency situations in English and Spanish.
- Validation and data capture in a variety of databases.
- Assistance and adjustment coordination.
- Taking decisions based on the information in the system.
- Interpretation and traduction of the information given by the insured in English keeping the same message and content on both languages.
2. Responsibilities:
Giving quick sharp and efficient attention to the requests of our insured in an emergency.
3. Skills and Experience
- Under pressure work capacity.
- Client management.
- Procedure following in the attention of the client.
- High empathy and listening capacity.
- Problem solving skills and quick thinking.
What we are looking for:
Experience:
- 1 year in customer service
- Basic knowledge of insurance products and reclamation processes.
- Flexibility for rotation of shifts.
- Along with the technical abilities for the job efficient teamwork capacity and proactivity.
- Attention to the detail.
- Microsoft Packages Excel (High) Word Outlook.
- Languages: English (B2/C1 Level writing and reading)
- Learning disposition
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 whats 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 securityas well as your professional developmentto 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 worlds 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
Were committed to creating a culture that truly respects and celebrates each others 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 AIGs 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 .
Functional Area:
OP - OperationsAIG SEGUROS MEXICO S.A. DE C.V.Required Experience:
Unclear Seniority
Employment Type
Full-Time
