This job has expired, please see additional jobs below
Global Corporate Assistance Team Lead
American International Group
Houston, TX, United States
Job Details - this job has expired, please see similar jobs below
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
Job Description:
Provides emergent assistance to travelers abroad who are in need of personal care and emergency relief. This is a challenging and rewarding position were the applicant will be able to put his/her problem solving, analytical and customer service skills to use every day.
Leadership/Teamwork
-Assists with delegating team member work assignments, daily activities, and schedules; verifies, ensures accuracy, and makes time keeping adjustments
• Has the ability to manage a complaint or escalated call
• Resolves problems/escalated issues, expedites rush items, and assists customer service/ contact center representatives with sensitive/high-profile/challenging customers
• Assists in the determination of work procedures
• Communicates regularly with the Customer Service Supervisor
• Willingness to work on a flexible schedule
General / Quality / Management
• Assists with the monitoring of service representatives knowledge on products, services, and company policies
• Assists with case management quality audits
• Regularly monitors e-mail and fax queues to assure appropriate action is taken in timely manner by Medical Assistance Coordinators
• Continues to assume all of the duties and responsibilities of the Medical Assistance Coordinator
Medical Assistance
• Provides telephone assistance to customers when travel emergencies arise including medical support, trip interruption, liability, repatriation and general customer service
• Utilizes appropriate resources to provide medical referrals as requested by customers.
• Selects the most relevant search results and, if necessary, assist the customer by following up on those resources directly to verify services and availability.
• Coordinates casework regarding travel emergencies related to an insured’s medical condition
• Make the appropriate arrangements for either emergency remote medical treatment, or medical evacuation by either special airlift or by assisted commercial flight. Request quotes and selects providers based on independent judgment of case requirements
• Provides customer service support for insured travelers regarding such issues as: policy benefits, verification of coverage, claim information.
• Works with claims to assist the customer in his/her benefit inquiries
• Monitor patient status and make regular updates to traveling companions and/family members.
• Telephone translation/interpretation.
• Receives in-bound and transmits out-bound faxes and emails.
• Answers telephones and appropriately directs to appropriate parties.
• Initiates out-bound telephone calls.
• Assists with claim adjudication and process if required, coordination of benefits, and policy compliance.
• Other duties may be assigned as the need arises.
Meetings
• Actively participates in Department meetings.
• Actively participates in Management meetings
Recruitment / Interviewing
• Assists with Interviews and hiring recommendations
Job Requirements:
• Desired Associates degree or equivalent work experience
• Desired 3-5 years’ experience in a call center environment, preferably with international travel exposure
• Demonstrated personal expertise and knowledge in emergency/critical case coordination
• Demonstrates personal expertise in presentation, training, and teaching skills
• Must possess clear, concise, and professional verbal and written communication abilities
• Must have mastery level proficiency in English
• Masterly level proficiency in Chinese, Mandarin, French or German preferred
• PC skills: MS Office
• Ability to work under pressure and as part of a team
• Good verbal and written communication and leadership skills
• Must be able to function with a high degree of independent judgment
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide 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.
At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.