Customer Service Manager chez AIG SEGUROS MEXICO S.A. DE C.V.

Customer Service Manager

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

Get to know the business

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

The Customer Service Manager is a key partner from the Contact Center for all business lines at AIG, both Personal and Commercial Lines and Extended Warranty.

The position is part of a team responsible for the Mexico Claims FNOL Contact Center unit covering a 7 x 24-hour service schedule for customers who need assistance due to an accident or assistance in compliance with local regulations and criteria established in accordance with AIG guidelines.

In 2024, about 200,000 calls were handled by the Mexico Claims and Assistance FNOL Contact Center and 65% of these calls came from Auto policies, a business line that closed that same year with USD 34 MM in annualized premiums.

About the role

What you need to know:

The position is part of a team responsible for the Claims Contact Center (CC) of México with five departments in charge operating in 24 hours / 7 days a week and a team of 36 FTE´s:

• FNOL General Insurance Day shift (19 FTE´s)
• FNOL General Insurance Night shift (4 FTE´s)
• FNOL Warranty México (13 FTE´s)

The contact center is not only critical to support the business team and serve the insured in case of claim or assistance, but also to avoid financial and regulatory impacts.

In 2024 achieved KPI´s above the market with 90% in Service Level and 3% in Abandoned calls.

• AUTO:          Calls 96,444 / Portfolio value USD 33 MM annualized premiums.
• Package:      Calls 10,320 / Portfolio value USD 5 MM  annualized premiums.
• Warranty:      Calls 85,812 / Portfolio value USD 16 MM annualized premiums.

Position performance has a direct positive impact in recent years on NPS Surveys results from 53% in 2020 to 64% in 2024.

Your contribution at AIG

The position is in charge to control and reduces reputational and financial risk by ensuring that staff in charge meet with regulatory compliance, procedures, policies, efficiently manage client needs and complaints and efficiently deliver the information requested by the local regulator during the year.

Manages a team of Claims Contact Center telephone Agents who serve as the initial point of contact for customers reporting First Notice of Loss (FNOL).  Oversees the effective, efficient, and timely response to inquiries regarding the claims process.

This backfill position in CC is one of a team of three supervisors. This position is CRTICAL because it is responsible for the supervision of about 12 telephone agents to handle 38% of calls during a Monday to Saturday 15:00 - 23:00 hours.

Duties and Responsibilities

1.Functional Responsibilities:

• Staff management: Direct and manage teams of customer service agents of the claim’s booths of the different lines of business.
• Ensure that agents follow the processes kept by the company by monitoring calls.
• Provide ongoing training for staff, ensuring they are up to date with procedures and best practices.
• Monitor KPI’s through management systems to ensure compliance with these.
• Ensure that all operations and interactions comply with company and local government rules and regulations.
• Make reports on efficiency, achievement of objectives for delivery to Management.

2.Accountabilities:

• Develop and implement operational strategies to improve the efficiency and quality of service to internal and external clients within PCI processes.
• Guarantee that the correct validation of the policies is carried out so that the adjusters or suppliers make the correct assignment of coverage, without the company having economic or reputational risks.

• Data management
• Maintain a work environment in accordance with company policies, maintaining the attrition target.

 3. Leadership Skills

·Excellent communication skills

·Collaborative

·Analytical thinking

·Strong Communication Skills

·Strong Customer Service Skills

·Results-driven

·Focused

·Detail-oriented

·Proactive

 4. Technical Skills and Expertise

• Management Efficient - Ability to handle multiple priorities, organize work and meet deadlines.

What we’re looking for:

• Microsoft Packages – Excel (High), Word, Outlook.
• Languages: English (B2/C1 Level – writing and reading)
• Learning disposition
• Bachelor´s degree in Administration, Engineering or Similar.
• Experience: Have worked in CC as Manager or Senior Supervisor at least 1 year with people under his charge, service skills and orient results.

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 inclusion

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 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 [email protected].  

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