FNOL Supervisor

FNOL supervisor Who are we? AIG is one of the most recognized insurance organizations worldwide, with a presence in more than 70 countries and a legacy built on technical expertise, financial strength, and a deep commitment to service. In Mexico, AIG combines global reach with local insight to protect individuals, businesses, and communities during their most critical moments. Within this mission, the First Notice of Loss (FNOL) process plays a strategic role: it is the starting point of every claim and the moment where we define the quality, speed, and clarity with which we will support our customers throughout the entire indemnification journey. A well‑executed FNOL reflects AIG’s promise to be present from the very first minute—offering certainty, guidance, and a human, professional experience that truly makes a difference. Joining the FNOL team means contributing directly to AIG’s reputation and to our purpose of helping insureds recover and move forward. 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. We believe the insurance industry has a social mission – which is to provide people and businesses with the confidence they need to take risks and therefore help enable progress. In Claims, we have a critical role to play because our mission is to support our clients when risks materialize. In these situations, our most important job is to work with our clients to resolve their claims more quickly and efficiently and reach the right outcome. Because AIG Claims touches clients and customers more than any other area of the organization, the claims organization seeks to also make sure the solutions AIG develops continually meet their evolving needs.

The FNOL Supervisor leads and coordinates the First Notice of Loss operation, ensuring that every claim is captured with accuracy, timeliness, and quality from the very first contact. Beyond supervising the intake process, this role oversees critical secondary activities , including: Fast Track invoice payments Billing processes associated with FNOL Direct customer service for clients visiting the office in person The FNOL Supervisor ensures operational efficiency, exceptional customer experience, and full compliance with internal standards, regulatory requirements, and service expectations.

Supervise the daily performance of the FNOL team, ensuring adherence to SLA, quality standards, and productivity goals. Ensure that every claim is registered with complete, accurate information in accordance with internal policies and regulatory requirements. Monitor queues, workloads, and turnaround times to optimize operational flow. Provide coaching, feedback, and continuous training to team members. Resolve escalated cases, operational questions, and complex customer or broker situations. Execute Fast Track claims management processes based on predefined business rules and operational protocols. Oversee and ensure the correct execution of billing processes and Fast Track invoice payments. Manage in‑office customer interactions, ensuring a professional, empathetic, and solution‑oriented experience. Analyze operational metrics and prepare executive reports for management. Drive process improvements, automation initiatives, and standardization efforts. Ensure compliance with local regulations, privacy policies, and quality standards. Required Skills & Competencies Strong knowledge of the FNOL process and the end‑to‑end claims lifecycle. Proficiency in claims management systems and CRM platforms. Ability to interpret policies, coverages, and exclusions. Understanding of operational metrics (SLA, TAT, productivity, quality). Knowledge of