AIG Southend-on-Sea, UK
Functional Area: OP - Operations Estimated Travel Percentage (%): Relocation Provided: Travel Guard EMEA Limited Purpose of the Role: Responsible for handling inbound and outbound non-advisory sales and service related calls from/to customers in line with business and FSA expectations whilst delivering astonishing customer service. Accountabilities of the Role: ¢ Manage in and outbound calls, customer emails, letters and general admin duties ¢ Actively listen and retain information to support the customers enquiry ¢ Obtain and accurately input relevant customer information into databases, including screening of pre-existing medical conditions ¢ Deliver astonishing customer service while ensuring you adhere to FCA guidelines, business Treating Customers Fairly & conduct risk culture, Data Protection, Complaint and Departmental processes ¢ Achieve Departmental service level agreements, annual role objectives and KPIs " achieving individual objectives relating to productivity, product knowledge and attendance ¢ Support in delivering initiatives across Sales and Service, Assistance and Claims Departments, work closely with our other departments to achieve the overall objective of improved customer service ¢ Demonstrate risk awareness, ownership and accountability by providing feedback to the Team Leader in an efficient manner ¢ Demonstrate flexibility to support business, peers and internal changes to meet requirements ¢ Undertake and pass all training provided, participate in self-development through coaching, mentoring, content specific training as well as self-feedback to Team Leaders on progress ¢ Undertake work of a related nature, or perform duties other than, or in addition to those outlined above upon request. Knowledge & Skills: ¢ Experience of working in a customer service environment, call centre or office, and preferably within travel and/or insurance would be ideal, but more importantly are the skills and strengths to enable you to excel within our team. ¢ Ability to work in line with compliance rules and regulations and display core values and behaviours ¢ Effective communication skills with customers and colleagues alike ¢ A keen eye for detail and the ability to retain information ¢ Strong organisational skills and effective time management ¢ Efficiently able to navigate a number of computer programmes to multi-task and change direction/focus quickly ¢ Excellent problem solving skills and able to use initiative ¢ Energy and drive with a passion for delivering excellent customer service ¢ Ability to excel independently and/or as a team ¢ Ability to remain focused and keep up with fast paced environment ¢ Adaptability and handle changing environments with ease ¢ Able to self-reflect/analyse, actively seek feedback to identify strengths and personal development areas ¢ Languages beneficial ¢ You will work on a shift pattern, fully flexible from 08:00am to 10:00pm Monday to Sunday (including some public holidays). Why work for us ? American International Group, Inc. " also known as AIG " is an American multinational insurance corporation with more than 88million customers in 130 countries. AIG companies employ over 64,000 people in 90 countries. Comprehensive In house training Opportunities for progression 25 days holidays plus bank holiday entitlement AIG retirement Savings Plan Healthcare Plans Income Protection Plan Childcare Vouchers Cycle to work scheme Discount Schemes 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.