AIG Operations Processing Specialist - CSR Aus in United States

Operations Processing Specialist - CSR Aus

  • Job ID #:

149701

  • Functional Area:

Operations

  • Estimated Travel Percentage (%):

0

  • Location(s):

Kuala Lumpur

  • Employment Type:

Full Time - Permanent

  • Education Preferred:

High School Diploma

  • Relocation Provided:

No

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Position Description:

  • Managing day-to-day performance to meet business requirements

  • Plan, supervise, coach and constantly evaluate work contributed by the Customer Service Representatives

  • Develop a motivated cohesive team environment where staff can achieve their full potential and is always performing at their peak

  • Undertake staff performance review together with the Team Manager while identifying skill gaps and staff issues to ensure necessary coaching and training is delivered to bridge the gap

  • Work closely with other departments and underwriters to ensure service gaps are closed

  • Raise issues pertinent to quality of customer satisfaction, active participation in process improvement discussions

  • Ensure timely submission of reports

  • Handle escalated calls and assist to clear calls during peak hours (about half day of daily operations)

  • Handle written correspondence from internal and external customers.

  • Back up the Team Manager

  • Handle and act as back up for Billing related tasks

  • Stand in as point of referral for contact center, Administrative and Billing tasks.

  • Work together with support functions as and when needed to train team members and perform on the job training.

Position Requirements:

  • Minimum diploma holder with relevant working experience in customer service in a contact center environment.

  • Good communication skills (oral and written) in English.

  • Good leadership qualities and able to coach and supervise a team of CSRs

  • Service oriented mindset with high maturity and is a good problem solver.

  • Organized and meticulous in performing job.

  • Computer literate

About Us:

American International Group, Inc. (AIG) is a leading international insurance organization serving customers in more than 130 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. In addition, AIG companies are leading providers of life insurance and retirement services in the United States.

AIG Property Casualty is a global market leader, one of the few truly global property casualty franchises.

AIG Life and Retirement is one of the largest life insurance organizations in the U.S., and provides protection, investment and income solutions needed for financial and retirement security.

United Guaranty Corporation is the marketplace leader in mortgage insurance in the U.S.

Additional information about AIG can be found at www.aig.com |