Senior consumer Relations Specialist

Job Description

Senior Consumer Relations Specialist reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Responsible for providing a superior level of service/support to both internal and external customers. This role will assist other team members to provide accurate claim resolutions. To do well in this role you will need to be able to remain calm when customers are frustrated.

• Handle inbound customer service and escalation calls from both customers and clients.
• Organize and process claim paperwork as necessary.
• Serve as liaison between customers, clients and/or vendors.
• Responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner.
• Use assigned claims authority to perform claims functions to review and approve or deny repairs, determine repair vs. replace solutions, and process payments as needed to resolve customer escalations.
• Resolve client and customer claim issues; attempt to finalize issues within three business days.
• Communicate effectively with all levels within AIG Warranty, clients and/or vendors.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Ability to multi-task and handle several issues simultaneously.
• Ability to negotiate with customers and vendors.
• Ability to coach and assist other team members in a professional manner.

• Proficient with PC’s, especially with MS Word, Outlook, and Excel.
• Effective written and verbal communication.
• Excellent interpersonal skills and the ability to work with a variety of personalities.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Ability to consistently meet deadlines.
• Ability to work both independently and as part of a team.
• Superb organizational skills.
• Previous customer service and/or phone experience.
• Ability to negotiate with customers and vendors.
• Ability to coach and assist other team members in a professional manner.

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.

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. We are committed to reimagining insurance to make a bigger difference to the world and supporting individuals, businesses, and communities, helping them to manage risk and respond to times of uncertainty. We invest in our people through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

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 and Employee Resource Groups (ERGs). 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