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Customer Service Agent

3 weeks ago

Croydon, United Kingdom AIG Full time

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

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.

About the role

What you need to know:

- The purpose of the role is to be responsible for handling inbound and outbound customer service calls and ensure all written correspondence is answered and processed in accordance with department internal service levels. Deliver excellent customer service for our clients and customers by answering all customer inbound & outbound calls in accordance with agreed internal standards and adhering to our quality and verification policy
- Proactively retain policies via inbound cancellation calls where appropriate, in line with the company retention strategy
- Consistently offer an opportunity for customers to provide feedback via service tick to ensure the business continually improves the service we provide
- Deliver excellent customer service for our clients and customers by responding to all written correspondence and take the appropriate measures to resolve any enquiries
- Responsible for essential maintenance of customer’s policies by ensuring all data is captured and processed accurately in accordance with agreed service and quality standards
- Ensure TCF standards are maintained and data protection is delivered consistently
- Contribute to a ‘customer driven’ culture of continual improvement, take ownership and become empowered to contribute to meeting business goals.
- Ensure all complaints are logged accurately and undertake comprehensive assessments of each complaint, taking active steps to ensure that a fair and balanced outcome is reached for the customer
- Support & work closely with the Customer Relations Unit redirecting and escalating complaints when necessary
- Provide feedback to Team Manager about the effectiveness of standard operating processes and highlight potential risks to ensure the department operates in the most efficient manner possible.
- Achieve departmental and individual objectives relating to productivity, product knowledge and attendance
- Proactively handle and log all complaints in line with our company complaints policy
- Undertake work of a related nature, or perform duties other than or in addition to those outlined above to support the wider business
- Delivering excellent customer service through taking inbound and outbound customer calls
- Responding to written customer queries in a timely fashion, responding to the needs to our customers
- Ensuring all customer data is processed and maintained accurately in our various in-house systems
- Handling any customer complaints timely & in accordance with our internal complaints procedure

What we’re looking for:

- Experience of contact centre and/or customer service environments, preferably in a regulated environment, along with previous administrative experience
- Experience of successfully working to targets and deadlines
- To work with integrity, independently or as part of a team to achieve personal and business objectives
- Excellent communication skills and attention to detail
- Ability to improve and develop following coaching and feedback

A look at our benefits

At AIG, we have a 100-year legacy of working to make the world a better place. And that begins with our employees. We’re proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection, and wellbeing. We provide a variety of leaves for personal, health, family, and military needs. For example, the “Giving Back” program allows you to take up to 16 hours a year to volunteer in your community.

We also believe in fostering our employees’ development and offer a range of learning opportunities for employees to hone their professional skills to position themselves for the next steps of their careers. AIG also has a tuition reimbursement program for eligible employees to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an