Senior consumer Relations Specialist

AIG Insurance • Jeffersonville, IN

21h • Onsite

About The Position

The Senior Consumer Relations Specialist reviews the underlying facts of a complaint, determines an appropriate solution, and delivers the response to the customer. This role is responsible for providing a superior level of service and support to both internal and external customers. The specialist will assist other team members in providing accurate claim resolutions. To succeed in this role, one must remain calm when customers are frustrated, be proficient with PCs (especially MS Word, Outlook, and Excel), possess effective written and verbal communication skills, and have excellent interpersonal skills with the ability to work with a variety of personalities. Maintaining a positive, empathetic, and professional attitude towards customers at all times, the ability to consistently meet deadlines, and the capacity to work both independently and as part of a team are crucial. Superb organizational skills, previous customer service and/or phone experience, and the ability to multi-task and handle several issues simultaneously are also important. The role requires maintaining a positive and professional attitude when dealing with escalated claims, the ability to negotiate with customers and vendors, and the capacity to coach and assist other team members professionally. The specialist will handle inbound customer service and escalation calls from customers and clients, communicate effectively with all levels within AIG Warranty, clients, and/or vendors, and organize and process claim paperwork as necessary. This position serves as a liaison between customers, clients, and/or vendors, is responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner, and uses assigned claims authority to perform claims functions such as reviewing and approving or denying repairs, determining repair vs. replace solutions, and processing payments as needed to resolve customer escalations. The goal is to resolve client and customer claim issues, attempting to finalize issues within three business days.

Requirements

• Ability to remain calm when customers are frustrated.
• Proficient with PCs, especially with MS Word, Outlook, and Excel programs.
• Effective written and verbal communication.
• Excellent interpersonal skills and the ability to work with a variety of personalities.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Ability to consistently meet deadlines.
• Ability to work both independently and as part of a team.
• Superb organizational skills.
• Previous customer service and/or phone experience.
• Ability to multi-task and handle several issues simultaneously.
• Ability to maintain a positive and professional attitude when dealing with escalated claims.

Responsibilities

• Reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer.
• Provides a superior level of service/support to both internal and external customers.
• Assists other team members to provide accurate claim resolutions.
• Handles inbound customer service and escalation calls from both customers and clients.
• Communicates effectively with all levels within AIG Warranty, clients and/or vendors.
• Organizes and processes claim paperwork as necessary.
• Serves as liaison between customers, clients and/or vendors.
• Processes replacement claims and handles/responds to back-orders in a timely and accurate manner.
• Uses assigned claims authority to perform claims functions to review and approve or deny repairs, determine repair vs. replace solutions, and process payments as needed to resolve customer escalations.
• Resolves client and customer claim issues; attempts to finalize issues within three business days.
• Negotiates with customers and vendors.
• Coaches and assists other team members in a professional manner.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed