Claims Team Leader (Italian Speaker)

Who we are

· Are you interested in working in an environment where knowledge is cultivated, innovation is encouraged, and achievement is rewarded? Are you looking for a truly global company that considers diversity to be a business imperative? We’re looking for team members who want to grow their careers and give back to their communities. Let’s partner for success – for you, for AIG, and for our clients.

Your Future Team

· AIG Travel has an unsurpassed global travel insurance underwriting capability through AIG’s insurance operations in more than 100 countries. Millions of leisure and business travellers alike rely on Travel Guard®, AIG Travel’s portfolio of travel insurance solutions and global assistance services, to help them recover from unexpected circumstances that can interrupt their travel plans.

Through eight wholly owned, state-of-the-art global service centres, customers have access to 24/7 emergency travel assistance, medical and security services with more than 40 languages spoken on-site. We help people travel more and worry less.

· Your role will be to assess complex claims under AIG’s Travel Insurance plans and provide leadership and support to a team of claims assessors and Medical Assistance Coordinators/FNOL Co-ordinators. You will analyse complex claims made against the relevant policy wording to determine cover. You will act as a technical referral point for express claims assessors and provide guidance and mentoring. You will support the Senior/Service Manager in ensuring that work is allocated and completed by the team. You will treat customers fairly at all times and guide them through each stage of the claims process.

Your Contribution at AIG

• Deliver ‘Superior’ customer service for our clients and customers, whilst ensuring regulatory principles & processes are followed and delivered consistently.

• Ability to view department’s workload for claims and assistance task reassignments, monitoring and setting reserves, following HCN’s process and escalating in accordance with the guidelines/processes.
• Contribute to a ‘customer driven’ culture of continual improvement, take ownership and become empowered to contribute to meeting business goals.
• Assist with consistent review of processes and potential risks to ensure the department operates in the most efficient manner possible, reducing transactional costs and risks to the business.
• Ensure that all incoming post/emails, including priority post, new claims, queries and formal complaints are managed to published SLAs.
• Ensure proactive communications with clients by telephone where possible and respond to general queries using best practice methods and ensure administration calls and written correspondence are handled promptly.
• Ensure allocated claims set ups are properly managed, recorded and completed by ensuring full and proper data capture, case status and reserve controls and accuracy.

• What we can offer you
• An opportunity to really make a difference and help people, the job satisfaction here is second to none. You will be part of a dynamic team culture working with a broad range of talented people where no two days are ever the same. AIG is one of the world’s largest insurance companies and with that comes the opportunity to expand your skills and career.

Diversity at AIG

· At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives. To learn more about diversity at AIG click go to www.aig.com/careers/diversity-and-inclusion .

What we are looking for

• Fluent written and spoken English and Italian essential.
• Minimum education standard of 5 GCSEs at Grade C or above or equivalent or appropriate experience.
• At least 2 years insurance claims handling experience including complex claims handling
• Computer literate
• Effective time management to be able to multi-task, prioritise to meet varying tasks and deadlines and delegate.
• Strong communicator at all levels; verbally and written to build and maintain internal and external relationships.
• Good numeracy, literacy and attention to detail.
• Takes ownership for personal growth, this includes being open & responsive to feedback, being self-aware, self-reflective, displaying personal initiative and ensuring industry knowledge is kept up to date.
• Is self-managed and motivated, has a proactive/’can-do’ attitude, can demonstrate effective problem solving and is solutions focused even when working under pressure.
• Performs independent reviews of policy benefits and approves expenses for claims cases based on interpretation of terms and conditions of policies and within authority limits.
• Proactively handle escalated calls and ensure complaints are resolved, where possible, and logged on GCMS in accordance with business policy and meet regulatory guidelines.
• Participates in self-development, through claims-related training, mentoring, content specific training, as well as self-feedback to Manager on progress.
• Authorises claims for settlement within approved limits.
• Works closely and support other parts of the organisation for the overall objective of improved customer service and treating all customers fairly.
• Carry out your accountabilities and objectives within the framework of AIG’s TCF, TCP, Conduct Risk, Fraud Prevention and T&C policies.
• Shift pattern is a 37.5 hour week on a rolling roster Monday to Sunday 8am to 8pm

We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its’ policies and procedures reflect this commitment. We provide 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 such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusion

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to candidatecare@aig.com . Reasonable accommodations will be determined on a case-by-case basis.

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