Job Description

An exciting opportunity has arisen to join our rapidly growing travel insurance business as a Customer Service Advisor within our Medical Assistance team on 1sy July 2024.Who we are:AIG Travel is a global travel insurance business based in Brighton. Millions of leisure and business travers rely on Travel Guard\xc2\xae, AIG Travel\xe2\x80\x99s portfolio of travel insurance solutions and global assistance services, to help them recover from unexpected circumstances that can interrupt their travel plans.What you need to know:Our Medical Assistance Coordinators (MACs) are the first point of contact for our customers across the globe who require medical assistance while travelling for leisure or for business. These are exciting roles for individuals ready to make a difference providing a positive impact to our customers when they need it most!Our MACs are customer centric, able to demonstrate empathy, are great at listening, have strong organisational skills with the ability to multi-task and prioritise, and they are fantastic team players.Some of the key responsibilities include:

• Liaise with customers and corporate clients over the phone and via email, many of whom will be in difficult and sensitive circumstances
• Provide practical help through finding solutions and advice to customers who may be distressed or vulnerable
• Liaise with our in-house Medical team to coordinate medical assistance and emergency medical travel services for customers
• Provide customer service support re policy cover, monitoring and reporting on patient status and coordination of travel emergencies,
• Provide pre-travel advice, arrange medical appointments or hospitalisation abroad and coordinate air ambulances
• Ensure all case handling is accurately documented in our system
• Proactively handle escalated calls and ensure complaints are resolved
• Work towards targets and key performance indicators (KPIs) to achieve business objectives

You will work a 37.5 hour week on a shift pattern from 08:00am to 08:00pm from Monday to Sunday (including some public holidays).What we need from you:Some previous experience within a Contact Centre environment and previous insurance experience would be beneficial, however, full training is provided. You must be resilient, driven and self-motivated with a willingness to learn, and possess the following skills:

• Excellent written and verbal communication skills with empathy, respect and patience.
• Customer service experience
• Ability to multi-task and prioritise workload to meet targets and deadlines
• Basic Computer skills, proficiency in Outlook, data entry, good numeracy, literacy and attention to detail
• Ability to handle difficult conversations and solve problems

What can we offer you?

• Comprehensive training and ongoing development
• Competitive salary and bonus scheme
• 25 days annual leave, plus bank holidays
• 2 paid volunteering days each year
• Optional private health insurance (including access to Bupa virtual GP service)
• Life insurance and income protection
• Excellent non-contributory pension scheme
• Cycle to work scheme
• Employee discounts and cashback on thousands of retailers

What happens next:If this sounds like you and you would like to join our award winning Insurance business then please apply nowEnjoy benefits that take care of what mattersAt AIG, our people are our greatest asset. We know how important it is to protect and invest in what\xe2\x80\x99s 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\xe2\x80\x94as well as your professional development\xe2\x80\x94to bring peace of mind to you and your family.Reimagining insurance to make a bigger difference to the worldAmerican International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world\xe2\x80\x99s most far-reaching property casualty networks. It is an exciting time to join us \xe2\x80\x94 across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.Welcome to a culture of belongingWe\xe2\x80\x99re committed to creating a culture that truly respects and celebrates each other\xe2\x80\x99s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG\xe2\x80\x99s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.AIG provides 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.AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to .Functional Area: OP - OperationsEstimated Travel Percentage (%):Relocation Provided:AIG Travel EMEA Limited

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