AIG United Kingdom
Functional Area: OP - Operations Estimated Travel Percentage (%): Relocation Provided: Travel Guard EMEA Limited Are you interested in working in an environment where knowledge is cultivated, innovation is encouraged, and achievement is rewarded? Are you looking for a truly global company that considers diversity to be a business imperative? Were looking for team members who want to grow their careers and give back to their communities. Lets partner for success " for you, for AIG, and for our clients. Your Future Team AIG Travel has an unsurpassed global travel insurance underwriting capability through AIGs insurance operations in more than 100 countries. Millions of leisure and business travellers alike rely on Travel Guard®, AIG Travels portfolio of travel insurance solutions and global assistance services, to help them recover from unexpected circumstances that can interrupt their travel plans. Through eight wholly owned, state-of-the-art global service centres, customers have access to 24/7 emergency travel assistance, medical and security services with more than 40 languages spoken on-site. We help people travel more and worry less. Your role will be to provide advice and to coordinate medical assistance and emergency medical travel services to customers. This may include, for example: providing pre-travel advice, arranging medical appointments or hospitalisation abroad, coordinating air ambulance and medical evacuations, liaising with medical service providers, as well as the policy holders and their family members, provide information on policy cover, whilst ensuring all case handling is documented in the system. Job Description: Create First notification of claims under AIGs Travel Insurance plans; analyse Medical Assistance. Provide assistance and emergency medical travel services to customers, including pre-travel advice, cost containment, identifying potential recovery opportunities, liaise with customers, corporate clients and providers and create and deliver a communication strategy to meet our customers needs and expectations. Provide customer service support re: policy cover, monitoring and reporting on patient status, coordination of travel emergencies, whilst ensuring all case handling is documented in the Liberty System. Proactively handle escalated calls and ensure complaints are resolved, where possible, and logged in accordance with business policy, including use of the Respond database and meet FCA guidelines. Deliver superior customer service whilst ensuring regulatory principles & processes, including TCF (Treating Customer Fairly) policies are followed and delivered consistently. Give care and consideration to cases managed in respect of technical and operational case management quality, complaints reduction, leakage and cost control, reserving accuracy, quality of HCNs, again ensuring department operates within defined regulatory, legal and company policy requirements. Assist with the review of processes and potential risks to ensure the department operates in the most efficient manner possible, reducing transactional costs and risks to the business. Deliver agreed Key Performance Indicators (KPIs) to achieve business objectives, including call answer rate, productivity & quality targets to ensure defined Service Level Agreements (SLAs) are met. Promote a pro-active outbound call culture, including setting clear expectations of service to all customers and stakeholders and delivering the agreed communication strategy. Deliver and reinforce a customer driven culture of continual improvement to provide challenging and rewarding environment in which employees develop, take ownership and become empowered to contribute to meeting business goals. Participates in self-development, through QA, case-related training, mentoring, content specific training, as well as feedback to Team Leaders on progress. Performs independent reviews of policy benefits and approves expenses for assistance cases based on interpretation of terms and conditions of policies and within authority limits. Recognises AIGs global presence and works closely with the other parts of the organisation for the overall objective of improved customer service and treating all customers fairly. Carries out accountabilities and global objectives within the framework of AIGs TCF, TCP, Fraud prevention and Training & Competency policies You will work on a shift pattern from 08:00am to 08:00pm Monday to Sunday (including some public holidays). What we are looking for Fluent written and spoken English with second language desirable At least 2 years insurance/international healthcare or claims handling experience ideally in a call centre environment Minimum 2 A levels Grades A-C or equivalent - including recent graduates with proven customer service skills. Confidence in communicating with people at different levels in different situations IT and PC literate demonstrating typing skills. Ability to multi-task and prioritise work load effectively to meet varying tasks and deadlines and delegate. Strong communicator at all levels; verbally and written to build and maintain internal and external relationships. Good numeracy, literacy and attention to detail. Takes ownership for personal growth, this includes being open & responsive to feedback, being self-aware, self-reflective, displaying personal initiative and ensuring industry knowledge is kept up to date. Is self-managed and motivated, has a proactive/can-do attitude, can demonstrate effective problem solving and is solutions focused even when working under pressure. What we can offer you: An opportunity to really make a difference and help people, the job satisfaction here is second to none. You will be part of a dynamic team culture working with a broad range of talented people where no two days are ever the same. AIG is one of the worlds largest insurance companies and with that comes the opportunity to expand your skills and career. Diversity at AIG: 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. To learn more about diversity at AIG click go to 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.