Senior Representative, Customer Support

AIG Insurance•Atlanta, GA

3d•Onsite

About The Position

The Senior Representative, Customer Support provides timely, accurate, and professional support to brokers and other authorized business contacts across assigned AIG businesses. Using telephone, email, chat, and case management channels, the representative handles billing inquiries, broker service requests, and administrative support across multiple systems. The role involves researching inquiries, navigating applications, and coordinating with internal teams to resolve requests. Broker Services supports multiple AIG businesses. Responsibilities may evolve to include additional lines of business, acquired or integrated businesses, products, systems, and service channels. Learning and supporting these assignments through provided training and cross-training is an ongoing expectation. AIG asks team members to be primarily in the office to support in-person collaboration. AIG’s Total Rewards Program includes benefits focused on health, wellbeing, financial security, and professional development. The company also describes a culture focused on inclusion, learning, and belonging, and provides equal opportunity and reasonable accommodations to applicants and employees with disabilities.

Requirements

Prior customer service, contact center, or administrative support experience.
Strong verbal and written communication skills and a professional approach to customer interactions.
Strong organizational skills and attention to detail.
Ability to research and follow requests through resolution.
Ability to navigate multiple applications and learn billing processes, insurance terminology, and system administration procedures.
Ability to manage competing priorities, follow established procedures, and work independently and collaboratively.
High school diploma or equivalent.

Nice To Haves

Insurance or broker support experience.
Experience with Salesforce, Genesys, or user access administration.

Responsibilities

Respond to broker inquiries by phone, email, and chat, providing clear information and timely assistance.
Research billing questions about invoices, payment status, account balances, and billing documents, coordinating with billing teams when needed.
Process and follow up on loss run requests, policy document inquiries, and other assigned broker service requests.
Perform authorized administrative tasks across supported systems, including user registration, account maintenance, and access and entitlement management.
Assist users with system access, password reset procedures, navigation, and basic troubleshooting.
Research service and access issues and escalate complex requests to the appropriate business team or system owner.
Maintain accurate interaction records, case notes, and documentation of administrative actions.
Follow confidentiality, identity verification, information security, and access approval requirements.
Meet established expectations for service quality, productivity, response times, attendance, and schedule adherence.
Participate in training and coaching, collaborate with colleagues, and identify opportunities to improve the broker experience.
Learn and support additional lines of business, products, systems, and service channels through training and cross-training.