Consumer Relations Specialist

About the Consumer Relations Team The Consumer Relations Team is responsible for supporting our clients and corporate team to respond to formal complaints within the prescribed expectations (goals) for our accounts. Individuals in this position will work in a rapidly growing inbound contact center where our customer service is World Class.  No telemarketing or collections are involved.  In this role you will help customers with their warranty support complaints and be part of a winning team.  This is a full time position at the Jeffersonville, Indiana office.  This role might be days or evenings, depending on shift availability.    About the Call Center Operations – Consumer Relations Agent Role Our Consumer Relations Agents work directly with warranty customers, corporate clients, and our internal partners to find innovative service solutions.  Consumer Relations Agents help uphold our contracts appropriately while also ensuring an acceptable claim resolution.  They are a liaison between the client, customer, and service provider; they provide a World Class level of service for both internal and external customers. As a contributor at AIG, Consumer Relations Agents are who our clients rely on to find an expedited solution for warranty customers that have an issue with a past or present service event.

Responsible for providing a superior level of service/support to both internal and external customers. Handle inbound customer service and escalation calls from both customers and clients. Communicate effectively with all levels within AIG Warranty, clients and/or vendors. Organize and process claim paperwork as necessary. Serve as liaison between customers, clients and/or vendors. Responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner. Use assigned claims authority to preform claims functions to review and approve or deny repairs, determine repair vs. replace solutions, and process payments as needed to resolve customer escalations. Resolve client and customer claim issues; attempt to finalize issues within three business days Qualifications: 1+ years of previous customer service experience Experience with a Customer Relationship Management platform is a plus. Proficient with PC’s, especially with MS Word, Outlook, and Excel programs. Effective written and verbal communication skills. Excellent interpersonal skills and the ability to work with a variety of personalities. Ability to consistently meet deadlines. Ability to work both independently and as part of a team. Superb organizational skills. Ability to multi-task and handle several issues simultaneously. Ability to maintain a positive and professional attitude when dealing with escalated claims. Ability to negotiate with customers and vendors. Ability to coach and assist other team members in a professional manner.   #LI-CY1 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