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.

About the Role

The Complaints Officer role offers the successful candidate the opportunity to advance their complaints management career and learn from others who have significant experience in complaints management. You will have the opportunity to manage different complaint types and learn about AIG’s business operations, particularly as it relates to our Assistance and Claims processes.

 

What you need to know:

·You will manage a case load of disputes, primarily these will relate to our travel products.

·You will learn how to manage the investigation of the complaint from notification through to resolution.

·Working with customers, internal staff and the Financial Complaints Authority is part of daily requirement.

·Ensuring fair and equitable outcomes for our customers in handling their complaint is critical to the team’s success.

·Assisting our ATAP Complaints Manager in preparing complaint responses is the primary focus of this role.

·An ability to review data and identify complaints trends and share this with your manager is an important task of this role.

·Ultimately, you will drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints.

·This role sits within Complaints Team and reports to the ATAP Complaint Manager.

 

What we’re looking for:

·An individual who wants to work in a customer service environment and assist complainants.

·A person who has a passion for the customer and fair outcomes

·Intermediate negotiation and problem-solving skills

·Good verbal and written communication skills including an ability to draft complaint outcomes in plain English.

·Good organizational skills and ability to handle multiple tasks simultaneously.

·Process orientated to implement change and continuously review and identify process improvements to gain efficiencies.

 

What skills & Experience we are looking for:

Educational

·A bachelor's degree / diploma in a relevant field such as Business Administration, Management, Law, or a related discipline.

Experience

·Experience in handling complaints, disputes, or conflict resolution, highly valued.

·Previous experience in customer service, assistance, compliance, or a related field.

Skills and Competencies

·Excellent verbal and written communication skills to effectively handle complaints and correspond with customers.

·Strong analytical and problem-solving skills to investigate complaints and determine appropriate resolutions.

·High level of accuracy and attention to detail to ensure thorough investigation and documentation.

·Ability to remain calm and professional under pressure and handle difficult situations with empathy and tact.

·Strong organizational and time management skills to handle multiple complaints simultaneously and meet deadlines.

·Strong ethical standards and integrity.

·Ability to work independently and as part of a team.

·Proactive and self-motivated with a customer-focused approach.

·Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

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:

CL - Claims

Estimated Travel Percentage (%): Up to 25%

Relocation Provided: No

AIG Travel Assist Malaysia Sdn Bhd