Senior Travel Assistance CoordinatorWho we areAmerican 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 InsuranceGeneral 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 roleWhat you need to know:Purpose of the RoleThe 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 DescriptionRespond to policyholders' enquiries offering appropriate solutions and informationHandle calls and casework for services such as lost luggage, lost documents, legal & medical referrals and medical evacuationsProvide general policy information (such as verification and limits of coverage), claims information and renewal information to customers and vendorsSchedule and make follow-up calls on complex cases to customersLiaise with vendors, involved third-parties and family members during active casesEnter all case-related documentation into the relevant systemsLead the distribution of the workload within the assigned shift and ensure all active cases are monitored and transmitted effectively to the next shiftPerform all ad-hoc tasks / projects assigned by the Team LeadersWhat we're looking for: RequirementCandidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, any field.At least 3 year of working experience within the Insurance / Financial Services sector is required for this position.Proven experience within other sectors will be considered as wellPreferably Senior Executives specializing in Customer Service or equivalent with supervisory experienceMUST BE WILLING TO WORK IN A SHIFTING SCHEDULEAbility to reason and solve complex problems while working with a team in order to find collective and creative solutions to complex medical case challengesExcellent interpersonal, telephone and Microsoft Office skills
