Customer Care Consultant at AIG

Singapore

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

InsuranceIndustries

Requirements

Excellent telephone etiquette
Resilient, resourceful, displays strong initiative, self-directed and motivated
Excellent customer service and communication skills
Strong interpersonal skills
Able to articulate thoughts clearly
Fluent in oral and written English
Enjoy problem solving
Customer Service orientation
Able to apply the right level of detail to tasks and initiatives
Relevant customer service experience in contact center environment
Bilingual in English and Bahasa Melayu/Mandarin or Tamil
Certificate in General Insurance preferred
Health Insurance Certification would be an advantage
Knowledge of Call Center Systems
MS Office Application Suite

Responsibilities

Versatile and embrace change as required in accordance with company vision and mission
Ensure timely update of complete and accurate information on customer interactions in the Customer Relationship Management (CRM) system
Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures
Fulfill Contact Centre expectations by meeting KPIs as set out in CCC KPIs
Provide high levels of service delivery and contribute to expected team performance standard
Ensure resolution provided, resolve customers’ problems, feedback and complaints by applying appropriate skills
Feedback customer’s concerns to Team Manager for service improvement
Deliver excellent customer service and ensure a positive customer experience during day-to-day activities
Promote/cross-sell company’s products and services proactively when opportunity arises to increase productivity and revenue generation
Maintain positive and professional working relationship with Contact Centre colleagues and stakeholders
Able to perform additional or overtime duties during operational exigencies
Assist ad hoc initiatives/projects as delegated by management
Update job knowledge by studying new product descriptions; participating in educational opportunities
Contribute to Continual Improvement in Operations, Customer Journey, and Customer Experience, Product and Campaign re-design initiatives through insights and supporting team and direct managers in ad hoc projects/programmes in the Contact Centre
Perform voice and non-voice customer service and sales for transactions routed to the Inbound Sales & Service team, promptly, accurately and professionally

Skills

Key technologies and capabilities for this role

CRMCustomer ServiceSalesPhone SupportEmail SupportComplaint ResolutionCross-sellingKPI Management

Questions & Answers

Common questions about this position

What are the key performance measures for this role?

Key performance measures include Adherence to Schedule and Punctuality, Aux breaks, Achieve Quality Score of 90% and above, Average Handling Time, Calls Answered per hour, Cross Sells – Renewal (conversion rate) / New Business enrolment, Cross Sells – Personal Accident, and Complaints / Feedback and Compliment.

What skills are needed to succeed in this Customer Care Consultant position?

Candidates need excellent telephone etiquette, resilience, resourcefulness, strong initiative, self-directed motivation, and the ability to provide high levels of service while meeting KPIs.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the Customer Care team at AIG do?

The Customer Care team provides multi-channel (phone, email, digital) customer support across all lines of Consumer & Commercial products for policy servicing, renewal & retention, cancellation rescue, new business, and other issuance related issues, focusing on an elevated, personalized, customer-centric experience.

AIG

Global insurance provider for individuals and businesses

About AIG

AIG provides a variety of insurance products and services aimed at individuals, families, and businesses. Their offerings include life insurance, retirement planning, and commercial insurance, which help clients manage risk and protect their assets. AIG operates by underwriting insurance policies and managing risk, while also investing the premiums collected to generate income. This company stands out from competitors by not only focusing on traditional insurance but also emphasizing cybersecurity and data protection to keep clients' information safe. AIG's goal is to help clients achieve financial security and peace of mind through comprehensive insurance solutions.

New York City, New YorkHeadquarters

1919Year Founded

IPOCompany Stage

Cybersecurity, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision coverage

Flexible Spending Accounts (FSA)

401(k)

PTO

Commuter Expense Reimbursement Account

Risks

Sale of personal travel business may reduce AIG's market presence in travel insurance.

Expansion in Atlanta could pose financial risks if expected growth does not materialize.

Deconsolidation of Corebridge Financial might lead to loss of synergies and increased costs.

Differentiation

AIG offers a wide range of insurance products globally, serving diverse client needs.

Corebridge Financial, a subsidiary, enhances AIG's offerings in retirement planning and financial futures.

AIG emphasizes cybersecurity and data protection, ensuring clients' information remains secure.

Upsides

AI adoption in underwriting and claims processing enhances efficiency and reduces costs for AIG.

InsurTech partnerships offer AIG opportunities to enhance digital capabilities and drive innovation.

Telematics and usage-based insurance allow AIG to offer personalized and flexible products.

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