First Notice of Loss Handler (Customer Service Associate)
CL - Claims
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
AIG Claims, Inc.
AIG has an unsurpassed global travel insurance underwriting capability through AIG's insurance operations in more than 100 countries. Millions of leisure and business travelers alike rely on Travel Guard®, AIG Travel's 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 centers, 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.
AIG Travel in Steven's Point is currently seeking an enthusiastic First Notice of Loss Handler (Customer Service Associate).
The position of First Notice of Loss Handler is part of our world renowned Private Client Group. The selected individual will complete a thorough claims setup by gathering the required information through various channels of reporting to properly register a new loss, all while delivering world class claim registration experience for our PCG customers, and brokers. This experience shall include all required proactive explanation of the process, an offering and delivery of customer services , setting of proper expectations all delivered with genuine concern and empathy. In addition to claim setup and within their prescribed financial authority the First Notice of Loss Handler will review initial documents received at intake and make the decision to issue payment based on specifically documented conditions at the time of registration.
•Recording new claims directly onto the AIG system that are received via telephone, post, fax or e-mail
•Entering accurate and detailed information into claim handling platform to generate a claim number and ensure the claim is segmented appropriately
•Accurately review and analyze submitted documentation, policy provisions and other records at the time of registration and apply appropriate guiding principles to issue payment or assign to appropriate claims Center of Excellence (COE) for further handling.
•Assessor and adjuster assignment both internal and external if necessary and assessing whether a third party exposure exists or not.
•Creating and sending customers an acknowledgement letter (FAQ) which includes claim number and adjuster contact information
•Taking pro-active steps to effectively manage Customer expectations in order to achieve overall customer service proposition.
•Contributing to ensuring the Unit's Key Performance Targets are met and individual objectives are achieved.
•Ensuring that all allocated work is handled within the Key Performance Targets of the PCG Department following agreed internal and external processes, policies and procedures to ensure quality and service standards are met and leakage minimized
•Identifies and recommends referral of potential recovery exposure to Subrogation.
•There will be 6-8 weeks of training, held Monday- Friday between 9:00am - 5:00pm.
•This position will work 2:00 pm to 10:00 pm or 3:00 pm to 11:00 pm. This will be determined by the staffing need at time of hire.
•This position will work Monday through Friday, with the exception of every 7th Saturday (from 9:00 am to 5:00 pm). On the weeks where a Saturday is worked, there will be a day-off throughout the week to keep the hours at 40. There is a $3/hour pay bonus for Saturdays worked.
•Work-from-home may be a possibility for the right candidate after sufficient in-office experience, as determined by the hiring manager.
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.