Senior Representative, Customer Support

About the role

The Senior Representative, Customer Support provides timely, accurate, and professional support to brokers and other authorized business contacts across assigned AIG businesses. Through telephone, email, chat, and case management channels, the representative handles billing inquiries, broker service requests, and administrative support for multiple systems.

This role requires strong communication skills, attention to detail, and the ability to research inquiries, navigate multiple applications, and coordinate with internal teams to resolve requests.

Key Responsibilities:

• Respond to broker inquiries through calls, emails, and chats, providing clear information and timely assistance.
• Research billing questions involving invoices, payment status, account balances, and billing documents; coordinate with billing teams when additional action is 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, escalating 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.
• 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 within the scope of the role, through provided training and cross-training, is an ongoing expectation of the position.

Qualifications:

• Prior customer service, contact center, or administrative support experience; insurance or broker support experience preferred.
• Strong verbal and written communication skills and a professional approach to customer interactions.
• Strong organizational skills, attention to detail, and the 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. Experience with Salesforce, Genesys, or user access administration is a plus.
• High school diploma or equivalent.
  

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At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s 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—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — 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 inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s 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 candidatecare@aig.com.  

OP - Operations

American International Group, Inc.