Senior Claims Operations Lead

Who we are

American 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 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.

AIG Warranty delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting.

With over 20+ years of experience, we are one of the warranty and service industry's leading providers, which is why many of the world's largest and most respected brands choose us. When retailers or manufacturers want flexible and innovative service solutions that will ensure the focus of building customer retention and customer satisfaction, they turn to us.

Reporting to a Claims Team Manager, the Senior Claims Operations Lead works directly with the insured, service contractors, clients, and other internal and external stakeholders to support the Warranty claims team. Senior Examiners are responsible for the handling of all Warranty Property and Casualty insurance claims for major clients in our diverse portfolio. Our portfolio consists of a diverse range of products from the home warranty, consumer electronics, and mobile industries.

The Senior Claims Operations Lead are the ones our clients turn to in times of need and will act with speed, composure, compassion and knowledge to solve problems and the work they do every day is the heart of AIG’s business. The successful candidate that we seek will need to meet the minimum criteria to fully support and engage in the full range of duties expected.

• Answer incoming phone calls, emails, and other correspondence concerning insurance claims.

• Ability to interface with the insured and other stakeholders concerning claims related matters.

• Ask the right questions about the claim, evaluating each request to determine if AIG should approve or deny a claim.

• Adjudicate and settle claim according to fair claims practices.

• Be familiar with state statues concerning claims practices.

• Train, mentor, and coach other claims agents to support the adjusting and settlement practices.

• Audit claims files and authority use of other Agents to ensure claims best practices are being follower.

• Maintain knowledge of industry and asset coverage types.

• Handle research assignments and reporting as delegated by management.

• Maintain good working relationship during all contacts with clients, even during difficult conversations.

• Answer claims and coverage questions from other departments.

• Take responsibility for continuously improving processes and product knowledge, understanding of program coverage and exclusions.

• Act professionally at all times.

• Perform additional duties and work as assigned.

• At minimum, the successful candidate must have their home state Adjuster’s license and must be willing to complete all requirements for all states within the first 120-days of employment.

• 2+ years of P&C adjusting experience.

• A record of providing outstanding customer service (can be within a sale, retail, pharmacy, equipment repair, insurance, etc., environment)

• Excellent verbal and written communication skill

• Experience in conflict resolution, or the ability to de-escalate tense situations, and comfortable in a role that requires some negotiations

• High School Diploma or equivalent required

• Analytical skills and the ability to search the…