Supervises a team of Bilingual Customer Service representatives in a call center to ensure prompt and accurate delivery of customer service and quality. Directs team to assure performance standards and operating objectives are achieved (Quality, Calls Per Hour, Adherence, and Conformance). Manages team development through continuous coaching, training, and motivation. Executes quality program, identifies quality trends, and recommends process improvements and training needs to improve quality. Manages and controls team performance to achieve performance standards and goals. Creates, implements, and analyzes effectiveness of staff recognition programs. Researches and resolves escalated customer inquiries and interact directly with customers as necessary. Determines mid-term policy reinstatements through underwriting risk evaluation. Reports to the Asst. Manager-Customer Service. Completes other duties as assigned.KNOWLEDGE AND SKILLS/EXPERIENCE REQUIRED: BA/BS or equivalent knowledge acquired through practical experience and training.2 or more years of progressively more responsible positions in Customer Service and two or more years experience in a Team Leader role.Working knowledge of Sales/Service methods and procedures, and general business operations of AIGM sufficient to integrate the activities of the department with other functions.Working knowledge of PC personal lines products.Demonstrated project management skills.Demonstrated verbal, written and interpersonal communication skills, leadership and motivational skills in a team environment, performance management, time management and conflict resolution.PC license required.Working knowledge of Word, Excel, Outlook, IEX, and DRC..Bilingual EnglishSpanish fluency a must. 





Position Requirements:






About AIG:

 American International Group, Inc. (AIG) is the world's leading international insurance and financial services organization, with operations in more than 130 countries and jurisdictions. AIG member companies serve commercial, institutional and individual customers through the most extensive worldwide property-casualty and life insurance networks of any insurer. In the United States, AIG companies are the largest underwriters of commercial and industrial insurance and AIG American General is a top-ranked life insurer. AIG's global businesses also include retirement services, financial services and asset management. AIG's financial services businesses include aircraft leasing, financial products, trading and market making.AIG's growing global consumer finance business is led in the United States by American General Finance. AIG also has one of the largest U.S. retirement services businesses through AIG SunAmerica and AIG VALIC, and is a leader in asset management for the individual and institutional markets, with specialized investment management capabilities in equities, fixed income, alternative investments and real estate. AIG's common stock is listed in the U.S. on the New York Stock Exchange and ArcaEx, as well as the stock exchanges in London, Paris, Switzerland and Tokyo.AIG is an Equal Opportunity Employer. 

 



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