- Guarantee the correct and timely repair of the client's equipment in the minimum time and honoring the terms and conditions that the client acquired in accordance with policies and procedures and complying with quality standards and the best customer service.
- Description of activities: Manage the customer's equipment repair process with service centers, ensure the repair is completed in a timely manner, follow up with the customer to identify their needs, and ensure customer satisfaction.
- Communication skills: communicating and receiving information clearly.
- Analytical Thinking and Decision Making: Analyzing data and situations, to see cause and effect and make appropriate decisions that are consistent with available facts, constraints and likely consequences.
- Customer Orientation: Ability to anticipate customer needs (internal and external), address them, and constantly seek new ways to exceed customer expectations to enhance business value.
- Adaptability: Ability to adapt and work in the face of new situations, individuals and groups.
- Adjust quotes, analyze coverage, calculate reserves, and manage calls, follow-up repairmen and NPS detractors.
- Authorization limit per product: 3500 Usd.
- Maintain an average repair cost during the year 2022 at $110.00 usd.
- Minimize and/or maintain the average repair time of no more than 8 days on average.
- Reduce replacements by 10%.
- Increase the network of Service Centers by 30 repair shops.
- Increase the number of parts suppliers.
- Rescue Control
- NPS score not less than 65%
- Audits to Service Centers (technical productivity control not less than B)
- Standardized procedures and/or work instructions and/or supervision of the progress of the work and its results.
- Focuses on highly defined practices, procedures, and policies under supervisor review.
- The benefit to the business is mainly in productivity: (approx. 350 claims per month for FTA)
- This new position will provide a sustainable and competitive position in a highly competitive customer-oriented environment.
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Analyst Claims EW - Mexico City, México - AIG
Descripción
Issuance AnalystWho we are
American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.
We're also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.
Get to know the business
AIG Servicios is a leading provider of products and services for the care of the Extended Guarantees that our clients acquire.The role of Claims Analyst aims to serve our clients by responding to their claim report, offering the repair of their equipment seeking excellence and customer satisfaction.
About the role
What you need to know:
What we're looking for:
Behavioral competencies:
Functional competencies:
You are mainly focused on customer service, controlling severity costs, repair times, NPS Score, scheduled audits at Service Centers, controlling the cost of spare parts, technical evaluations according to the type of product, Salvage, among others.
Increase customer satisfaction by managing the claims process more efficiently.
#LI-MF1
#LI-AIG
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 belonging
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 our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity 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
Functional Area:
CL - ClaimsEstimated Travel Percentage (%): No TravelRelocation Provided: NoAIG MEXICO SERVICIOS S.A. DE C.V.
