Apple Tier 2 Operations Support Specialist

Status: Full-Time                                                                  

Location Jeffersonville, In                                                      

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, multi-channel distribution network.

Position Overview:

The T2 Operations Support Specialist will work directly with Apple warranty customers, Apple, and our internal partners to find innovative service solutions to resolve issues & escalations.  The T2 Ops Specialist help uphold our contracts appropriately while also ensuring an acceptable claim resolution.  They are a liaison between the client, customer, and service provider; they provide a World Class level of service for both internal and external customers.

As a contributor at AIG, the Tier 2 Ops Specialist are who our clients rely on to find an expedited solution for warranty customers that have an issue with a past or present service event.

Responsibilities:

• 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.

Skills/Experience Required:

• Minimum of one 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.

• Superb organizational skills.

• 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.

• 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.

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 belonging

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 our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity 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 [email protected].  

OP - Operations

Service Net Warranty, LLC