Sr. Customer Service Specialist - Escalation

Functional Area:
OP - Operations
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
American General Life Insurance Company
Job ID: JR1815220 Sr. Customer Service Specialist - Escalation
Your Future Team
Fortitude Re: In 2016, AIG created a third reporting segment, Legacy, to manage non-core assets and liabilities, and businesses in run-off, with the objective of balancing the benefits of return of capital or capital redeployment, with potential near-term reductions in book value. The launch of the Fortitude Re entity in 2017 (formally DSA Re) was an important early step in achieving that objective. AIG continued the Fortitude Re strategy by announcing a strategic partnership with The Carlyle Group to achieve the long-term vision for Fortitude Re. Fortitude Re currently reinsures $36 billion of AIG's Legacy Life and Annuity and General Insurance liabilities. Fortitude Re's diversified risk portfolio, strong claims operation, and efficient administration capabilities provide the foundation for a platform that can be scaled over time to offer unique solutions to external parties. AIG and Carlyle plan to build Fortitude Re into a standalone platform with financial strength that complements its strategically differentiated capabilities. For more information, please visit http://www.aig.com/investor-relations.
Your Contribution
The customer service organization is responsible for servicing policyholder and agent inquiries focused on delivering a best in class customer experience. Each customer contact provides you with an opportunity to reach your goals and make an impact on our business. You will have the opportunity to do the following:
Provide high touch service to all stakeholders (external customers and agents, internal business associates) with accuracy and strong sense of urgency while consistently meeting key department performance metrics.
Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.
Educate the customer on company policies and procedures for Inforce policies.
What we are looking for
Shifts are 7:00 am - 7:00 pm with flexible start times but this person must be willing to take a later schedule starting at around 10:00 AM.
Perform with a take ownership attitude.
Exhibit organizational skills and follow up work ethic.
Ability to multi-task and make real-time decisions in a high volume fast paced environment.
Excellent listening and problem-solving skills with attention to detail.
Strong customer service and/or call center experience.
The ability to multi-task with a variety of systems, product and processes and use good judgment in making decisions.
A strong understanding of Life Operations including product, systems and processing knowledge (CCIV, 3R, AWD, Agnis Mainframe, Clientbuilders, Vantage, Cyberlife, etc.).
Strong verbal and written communication skills with a customer-centric perspective.
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. 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.
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.

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