Customer Service Manager at AIG

Mexico City, Mexico City, Mexico

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

InsuranceIndustries

Requirements

Experience managing customer service or contact center teams, particularly in claims or insurance environments
Knowledge of regulatory compliance, company procedures, and policies in insurance (e.g., Mexico Claims FNOL)
Ability to supervise telephone agents handling high-volume calls (e.g., 38% of calls in a 15:00-23:00 shift, Monday-Saturday)
Proficiency in monitoring KPIs (e.g., Service Level 90%, Abandoned calls 3%) via management systems
Skills in staff training, call monitoring, and ensuring process adherence
Capability to manage 24/7 operations across shifts and departments (e.g., FNOL General Insurance Day/Night, Warranty México)

Responsibilities

Direct and manage teams of customer service agents across claims booths for different lines of business (e.g., Auto, Package, Warranty)
Ensure agents follow company processes by monitoring calls
Provide ongoing training to staff on procedures and best practices
Monitor KPIs through management systems to ensure compliance
Ensure all operations and interactions comply with company policies and local government regulations
Control and reduce reputational and financial risks by managing client needs, complaints, and regulator information requests
Oversee effective, efficient, and timely responses to inquiries regarding the claims process as the initial point of contact for FNOL
Supervise approximately 12 telephone agents handling 38% of calls during Monday-Saturday 15:00-23:00 hours

Skills

Key technologies and capabilities for this role

Contact Center ManagementFNOL ProcessingClaims HandlingCustomer ServiceTeam Leadership24x7 OperationsShift ManagementPerformance ManagementInsurance Products

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment position.

What is the team size and structure under this role?

The role manages a team of 36 FTEs across five departments in the Mexico Claims FNOL Contact Center, including FNOL General Insurance Day shift (19 FTEs), Night shift (4 FTEs), and FNOL Warranty Mexico (13 FTEs), operating 24/7.

What are the key responsibilities of the Customer Service Manager?

The role involves controlling and reducing reputational and financial risk by ensuring staff compliance with regulations, procedures, and policies, efficiently managing client needs and complaints, and delivering information to regulators.

What is the operational schedule of the contact center?

The contact center operates 24 hours a day, 7 days a week, covering day and night shifts for FNOL General Insurance and Warranty Mexico.

What performance metrics highlight the contact center's success?

In 2024, the center achieved 90% Service Level, 3% Abandoned calls, handled about 200,000 calls, and improved NPS from 53% in 2020 to 64%.

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.

Land your dream remote job 3x faster with AI

Try Jobo Free