Travel Assistance Coordinator

5 months ago

Kuala Lumpur, Malaysia AIG Full time

Travels & Claims Coordinator - Australia/New Zealand

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

General Insurance

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.

About the role

**What you need to know**:
The primary purpose of this full time role is to lead rotational shifts and manage the emergency assistance calls and cases received from Travel Insurance policyholders specifically from APAC region. This is a supervisory role and the primary responsibility includes managing shifts and existing casework which involves daily work assignment and all specific requirements assigned by the Team Leaders. The team runs on a 24/7, 365 days cycle. This role reports directly to the team’s Senior Service Manager.

**Job Description**:
Respond to policyholders’ enquiries offering appropriate solutions and information
Handle calls and casework for services such as lost luggage, lost documents, legal & medical referrals and medical evacuations
Provide general policy information (such as verification and limits of coverage), claims information and renewal information to customers and vendors
Schedule and make follow-up calls on complex cases to customers
Liaise with vendors, involved third-parties and family members during active cases
Enter all case-related documentation into the relevant systems
Lead the distribution of the workload within the assigned shift and ensure all active cases are monitored and transmitted effectively to the next shift
Perform all ad-hoc tasks / projects assigned by the Team Leaders

**What we’re looking for**: Requirement

Full-Time positions available
MUST BE WILLING TO WORK IN A SHIFTING SCHEDULE
Diploma/ Degree preferred or/with ‘3 + year of work experience’
Demonstrated customer service experience
Ability to reason and solve complex problems
Excellent interpersonal, telephone and computer skills
Working hours 7.30am - 8.30pm / 7.30pm - 8.30am (13 hours per day) / 4 working days max per week
(Follow Duty Roaster)
Per month 16 working days.
Basically, will have 1hr lunch and 2 short breaks (15mins)

We are an Equal Opportunity Employer

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.

We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. 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 such as sexual orientation. 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.

**Functional Area**:
OP - Operations

**Estimated Travel Percentage (%)**: Up to 25%

**Relocation Provided**: No

AIG Travel Assist Malaysia Sdn Bhd

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