CFA Customer Service Manager at AIG Houston, TX

CFA Customer Service Manager

Location:

Houston, TX

AIG’s Care Free Assistance (CFA) Customer Service Manager supports and leads Customer Service Team Leads and Customer Service Coordinators in delivering emergent assistance to travelers abroad. This position requires problem‑solving, analytical, and customer service skills to manage high‑volume call‑center operations and critical case coordination.

• Lead and develop a team of 2 Customer Service Team Leaders and 10 Customer Service Coordinators.
• Supervise and delegate daily activities and work processes related to call center operations and emergent case management.
• Communicate goals and expectations to staff and deliver performance feedback.
• Co‑lead staff development activities with the Operations Implementation Manager through observations, coaching, training, and mentorship.
• Continuously optimize existing operations processes, refine business unit performance, and collaborate with the Director of Operations.
• Address customer complaints and recommend corrective actions.
• Collaborate with Clams, Quality Assurance, and Training Development to support business unit performance.
• Perform Team Lead and Coordinator roles as required.
• Conduct human‑resources activities (hiring, disciplinary actions, performance development) with HR professionals.
• Work flexible schedule to support operation and staff needs.

• Desired bachelor’s degree or equivalent work experience.
• 3‑5 years’ experience in a call‑center environment, preferably with international travel exposure.
• Expertise in emergency/critical case coordination.
• Presentation, training, and teaching skills.
• Clear, concise, professional verbal and written communication.
• Mastery of English; proficiency in Spanish, German, French, Italian, Russian, or Mandarin is a plus.
• Intermediate knowledge of MS Office 365 Suite.
• Ability to work under pressure and as part of a team.

Shift: Afternoon Shift 1:30pm–10:00pm, 5‑days per week (24/7/365 operations).

• 24 paid days of Time Off to start, plus paid volunteer time (up to 16hrs per year).
• Competitive medical, dental and vision insurance plans.
• 401(k) retirement plan with $1for $1 match up to 6% and company contribution of 3%.
• Tuition reimbursement program.
• Global mental health and wellness days off.

Equal Opportunity Employer
: AIG is an Equal Opportunity Employer and provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, sexual orientation, national origin, veteran status, disability, or any other legally protected categories.

Reasonable Accommodations
: AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need an accommodation to search for a job opening or complete any part of the application or hiring process, please email

• Functional Area:
  
  Operations (OP)
• Estimated Travel:
  None
• Relocation Provided:
  No