Warranty USA Agent

This role is a backfill. The Warranty USA agents located in the Mexico Contact Center are responsible for answering calls from customers in Spain, Chile, and the U.S. (Spanish) of the Apple Care program from 00:00 to 17:00 hours Monday to Friday, in compliance with local regulations of each country and criteria established in accordance with AIG guidelines.

This backfill position in CC MEX is critical because it covers an 8-hour shift from Monday to Friday with only 3 other coworkers, puts the Apple account at risk due to failure to answer calls during the shift and the service levels required by contract until it is covered the vacancy.

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.

We’re 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

Warranty U.S. Spanish was successfully transitioned from a third party (Accenture Costa Rica), bringing inhouse operation for Spain, U.S., Chile and worldwide Spanish customer service. Mexico City team has been operating since December 2023 overachieving it´s KPI objectives.

Answering calls in Spanish on time to our insured is part of the requirements agreed in contract with different partners, including APPLE CARE our main global businesses partner for the Warranty and Service Programs.

Each team member is critical to the operation as call spikes are a constant challenge and due to shrinkage, our limited head count each shift is a business continuity risk factor.

Warranty USA agents are responsible for delivering and materializing the offer and promise of Apple Care+ Theft & Loss claims. This opportunity is given even in the most sensitive and highly complex situations where the well-being of our clients is affected and where we can make a significant difference at that level.

About the role

Responsible for supporting all methods of customer contact within the prescribed expectations for complex books of business. Individuals in this position will work in a rapidly growing inbound contact center where our customer service is World Class. No telemarketing or collections are involved. In this role you will help customers with their warranty support issues and be part of a winning team.

This position cares 15 insured on average in their shift, called complex because although they are the same product and process, they are customers of different nationalities: Spain, Chile, and US. Which demand adaptive communication.

What you need to know:

The primary purpose of the job is to collect the necessary information via telephone from the insured party to generate the claim number in the system and capture the necessary information to begin with the integration of the file immediately, reviewing the status, validity and contracted coverage, in accordance with the Quality Model defined by the Customer Service Department.

Your contribution at AIG

The employee will ensure that the service experience of internal and external customers is in line with the company's processes and policies. By meeting our goals and delivering the expected attention, we positively impact the company’s NPS and CSAT results, increasing our stakeholders trust, the revenue of the acquired lines of business and avoiding any economic or social negative impact.

 Duties and Responsibilities

·Answer incoming customer communications from complex books of business, which will involve assessing caller’s needs, entitling the call using software, analyzing the situation, and offering accurate solutions.

·Respond positively to customer’s questions in a timely manner.

·Research complex customer questions thoroughly to provide accurate information and solutions.

·Provide accurate information to the customer, anticipating future concerns and communicating next steps in the process effectively.

·Overcome customer objections via deft communication and de-escalation skills, to solve problems, instill confidence and build client brand-loyalty.

·Engage with other areas of the business as needed to meet customer needs.

·Act on behalf of the customer’s best interest within external and internal teams and operations to ensure the smoothest experience possible for the customer.

·Identify process improvement opportunities to ensure smooth operations for internal processes as well as from customers’ perspective.

·Maintain a positive attitude and support our Commitment to Excellence.

·Maintain On-time attendance and schedule adherence.

·Maintain meets or exceeds scorecard rating (engagement, productivity and quality goals).

What we’re looking for:

Essential Knowledge, Skills, and Abilities:

• B2+ to C1 English (Written and spoken)
• Proven interpersonal skills with emphasis on empathy and assurance.
• Ability to assess situations and respond appropriately, strong problem-solving skills.
• Professional attitude, enthusiastic, and reliable.
• Ability to multi-task between multiple phone lines/client programs (assess customer’s issue, research, enter notes, and maneuver multiple systems).
• Effective written and verbal communication skills.
• PC literate (familiar with windows applications).
• Needs to be available to work flexible schedule, including nights, weekends and holidays.
• Ability to learn quickly and adapt to change.

Beneficial Knowledge, Skills, and Abilities

• Prior travel Claims, Warranty, or Insurance experience is beneficial. Effective analytical and attention to detail.

Education/Experience Requirements

• High school diploma or GED required.
• 1-2 years’ experience in a customer service and/or customer facing position is preferred.
• Candidates with experience in providing excellent customer service, moving quickly to keep many projects going at once, and the ability to keep organized records will be competitive for this role.

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.

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 inclusion

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 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 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].  

Functional Area:

OP - Operations

AIG MEXICO SERVICIOS S.A. DE C.V.