Claims Operations Team Lead

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.

AIG Warranty delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting.

With over 20+ years of experience, we are one of the warranty and service industry's leading providers, which is why many of the world's largest and most respected brands choose us. When retailers or manufacturers want flexible and innovative service solutions that will ensure the focus of building customer retention and customer satisfaction, they turn to us.

About the Role

Reporting to a Claims Team Manager, the Claims Operations Lead works directly with the insured, service contractors, clients, and other internal and external stakeholders to support the Warranty claims team. Senior Examiners are responsible for the handling of all Warranty Property and Casualty insurance claims for major clients in our diverse portfolio. Our portfolio consists of a diverse range of products from the home warranty, consumer electronics, and mobile industries.

What you need to know

The Claims Operations Leads are the ones our clients turn to in times of need and will act with speed, composure, compassion and knowledge to solve problems and the work they do every day is the heart of AIG’s business. The successful candidate that we seek will need to meet the minimum criteria to fully support and engage in the full range of duties expected.

What we’re looking for:

• Answer incoming phone calls, emails, and other correspondence concerning insurance claims.
• Ability to interface with the insured and other stakeholders concerning claims related matters.
• Ask the right questions about the claim, evaluating each request to determine if AIG should approve or deny a claim.
• Adjudicate and settle claim according to fair claims practices.
• Be familiar with state statues concerning claims practices.
• Train, mentor, and coach other claims agents to support the adjusting and settlement practices.
• Audit claims files and authority use of other Agents to ensure claims best practices are being follower.
• Maintain knowledge of industry and asset coverage types.
• Handle research assignments and reporting as delegated by management.
• Maintain good working relationship during all contacts with clients, even during difficult conversations.
• Answer claims and coverage questions from other departments.
• Take responsibility for continuously improving processes and product knowledge, understanding of program coverage and exclusions.
• Act professionally at all times.
• Perform additional duties and work as assigned.

Required Qualifications:

• At minimum, the successful candidate must have their home state Adjuster’s license and must be willing to complete all requirements for all states within the first 120-days of employment.
• 2+ years of P&C adjusting experience.
• Ability to lead and support a team while remaining hands-on with day-to-day claims.
• A record of providing outstanding customer service (can be within a sale, retail, pharmacy, equipment repair, insurance, etc., environment)
• Excellent verbal and written communication skill
• Experience in conflict resolution, or the ability to de-escalate tense situations, and comfortable in a role that requires some negotiations
• Analytical skills and the ability to search the internet for answers and market data
• Results oriented, and able to work well under pressure
• Excellent organizational skills- flexible with moving from project to project while keeping track of progress
• Professionalism and demonstrate and maintain strong ethics
• Effective written and verbal communication skills
• Basic Excel, Word, and Outlook skills
• Great interpersonal communication
• Ability to consistently meet deadlines
• High School Diploma or equivalent required

Your actual compensation will be dependent on your skills, experience, and qualifications. If your compensation expectations are above the posted range, we still encourage you to apply-your unique background matters to us. In addition, we’re proud to offer a range of competitive benefits, a summary of which can be viewed here: US Benefits Overview.

Veterans are encouraged to apply.

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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