About the role

What you need to know:

Performs business processing transactions across all ranges of complexity serving as a team resource for the resolution of escalated issues. May also function in training or team leader.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Business Development and Retention

• Keep abreast of market changes and trends
• Proactively engage with BDM’s to provide technical support for Branch business development initiatives
• Develop and maintain strong personal and professional relationships with clients and brokers

Business Operations

• Adhere to internal SLA’s to ensure operational efficiency and achievement of agreed customer service standards
• Review internal SLA’s to ensure on a quarterly basis to ensure operational efficiency and improve customer service standards
• Continuously work to reduce the expense ratio through constant attention to efficiencies and opportunities to maximize productivity through streamlining of processes
• Maintain communication with the Shared Services team to ensure operational efficiency.
• Perform Quality checks on all AIGSS transactions and sign-off
• Take ownership of all mailbox related items (cases, reports, etc.)
• Attend all arranged meeting with the profit centre to maintain open communication
• Provide support to the rest of the CPS commercial lines team
• Remain available at all times during monthly cut-off period
• Ensure adherence with all underwriting guidelines and referral process
• Adhere to all SLA’s for all transaction types

Teamwork

• Work as part of a team ensuring that service levels are maintained across the unit and no backlogs develop
• Works collaboratively internally and externally to achieve AIG goals
• Work as part of the customer policy service team constantly providing feedback and striving for more innovative efficient ways of working improving the customer experience on an ongoing basis by listening to and understanding customer needs

Relationship management

• Manage relations within internal teams to ensure that requests are promptly processed escalating if service levels are breached or exceptions required
• Interact with internal teams to resolve customer complaints, issues and problems efficiently and effectively

Audit and Compliance

• Ensure that requests follow standard processes and that processing is in line with all with product and business rules as per standard operating procedures as well as adhere to all company

Qualification

• Matric pass and higher
• Insurance qualification
• FAIS compliant
• Regulatory Exam

Skills

• Excellent Verbal & Written Communication Skills
• Presentation Skills
• Ability to analyse complex problems, interprets operational needs, and develops integrated, creative solutions.
• Strong interpersonal skills
• Intermediate to advanced knowledge on Microsoft Office (in particular Word, Outlook and Excel)
• Knowledge of S3 (preferable)

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 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 inclusion 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 candidatecare@aig.com.  

Preference will be given to previously disadvantaged candidates in line with the company’s Employment Equity Plan. Specific preference will be given to people with disabilities.

Functional Area:

OP - Operations

AIG South Africa