CFA Customer Service Coordinator (Bilingual)

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

AIG Travel Guard is a provider of travel insurance plans and assistance services covering travelers worldwide through each of the 7 centers we have in different parts of the world. From our service center based in Mexico City we provide support to LAC, Spain and Portugal.

AIG Travel Guard The plans offer coverage for vacation and trip cancellation, travel interruptions and delays, emergency medical and health expenses, lost baggage and more. We provide support to both leisure and corporate travelers all around the globe.

Recently, AIG Travel Guard was awarded top honors by Forbes Advisor in their Best Travel Insurance Companies list for consumers. Out of 15 travel insurance companies ranked by the financial news outlet, AIG Travel came in first.

About the role

What you need to know:

The CareFree® Assistance Customer Service Coordinator is the front-line of customer support in coordinating risk mitigation activities that ensure AIG's clients are in the best hands while traveling abroad. You are the heart of the operation and will work with AIG Travel's Medical and Security teams, Travel Desk, and a Leadership team from a wide array of associated career fields, such as Risk Management, Medical, Military, NGO's and Federal agencies.

As a coordinator at AIG you are the one the clients turn to in times of need. You act with speed, composure, compassion, and knowledge to solve problems and the work you do every day is the heart of AIG’s business.

The CFA Customer Service Coordinator is responsible for:

• Provides telephone support and emergency evacuation services in response to client requests
• Uses appropriate resources to provide referrals to clients according to their requests
• Coordinates the management of each client’s travel emergencies, flight cancellations, flight delays, trip interruptions and cancellations, baggage delays and similar events in general travel assistance
• Monitors the status of patients and regularly reports the situation to the family and / or fellow travelers of the insured
• Makes arrangements for medical evacuation by working with the Provider Network Group (PNG) and the Medical Case Management (MCM) team
• Documents the entire management of each case
• Provides telephone and document translation services through applicable providers
• Sends and receives faxes and e-mails, calls via telephone, and supports inbound/outbound SMS communications
• Makes assessments and files claims on behalf of the client
• Works with and supports the Provider Network Group by adding and evaluating both new service and existing service providers
   

What we are looking for
 

• Mastery of the English language; Primarily supports U.S. Passport holders
• Fluent (Read, Write, Speak) Spanish, English
• Contact Center experience of 3-9 months is required
• Health care experience is preferred, but not exclusive
• Experience in customer service or dealing directly with customers such as, Airline, Inside/Outside Sales is preferred, but not exclusive
• Excellent telephone communication skills and computer skills
• Excellent verbal and written use of the language
• Requires basic skills to analyze costs and opt for services
• Must have a strong orientation to problem solving and a strong ability to find solutions in situations where there is no precedent. Ability to work under pressure

A look at our benefits

At AIG, we have a 100-year legacy of working to make the world a better place.  And that begins with our employees. We’re proud to offer a range of employee benefits and resources that help you protect what matters most – your health care, savings, financial protection, and wellbeing. We provide a variety of leaves for personal, health, family, and military needs. For example, the “Giving Back” program allows you to take up to 16 hours a year to volunteer in your community.

We also believe in fostering our employees’ development and offer a range of learning opportunities for employees to hone their professional skills to position themselves for the next steps of their careers. AIG also has a tuition reimbursement program for eligible employees to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

We are an Equal Opportunity Employer

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.

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].  

Functional Area:

OP - Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

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