The Back-End Support Specialist will work directly with our warranty customers, our clients, and our internal partners to find innovative service solutions to resolve issues & escalations.  Back-End Support 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 Back-End Support 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.

About the role:
The candidate will be responsible for providing a superior level of service/support to both internal and external customers. This role will assist other team members to provide accurate claim resolutions.

Responsibilities:
• Field incoming phone and e-mails from partner teams, end user customers and our clients regarding escalated resolution needs.
• Work with internal teams, the client and partner vendors to expedite repairs and/or phone shipments.
• Work with internal teams, the client and partner vendors to resolve claims with unexpected issues according to the terms and conditions of the warranty contract.
• Communicate effectively with all levels within AIG Warranty, clients and/or vendors.
• Be on the alert and raise your hand when recognizing agent coaching needs, process improvements, system malfunctions, etc.
• Work with internal partners, management and co-workers to find resolutions for unusual and unexpected issues
• Responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner.

Skills required:
• 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.

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

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

Service Net Warranty, LLC