CL – Claims
Estimated Travel Percentage (%): Up to 25%
Relocation Provided: No
AIG Claims, Inc.
Reporting to the Assistance Vice President of Travel Claims, the Express Claims Manager will manage a team of claims intake representatives as well as Travel claims examiners focusing on Express claims. Key responsibilities include department alignment on work priorities, business processes and objectives in line with regulatory and operations best practices. The primary accountability for the role include but are not limited to: – Works closely with Assistance Vice President of Travel Claims on day-to-day operations within a specific Travel Centre of Excellence location to deliver corporate and business goals. – Manages a team of Claims Examiners responsible for non-complex (Express) benefit adjudication under Travel policies. Typical benefits include trip cancellation, trip delay, medical illness and baggage claims. – Ensures appropriate segmentation of Claims to the appropriate level of Examiners. – Completes periodic claim reviews to assess adherence to industry and company best practices. Identify opportunities for improvement and implement corrective action plans to drive results. – Ensure training needs across reporting teams are addressed as required. – Provides technical guidance and oversight during the handling, investigation and settlement of claims. – Consistently seeks opportunities to improve customer experiences, average payment and turn around times. – Delegates discretionary financial authority to Claim Examiners commensurate with experience and performance. – Personal development of Claim Examiners through appropriate training and coaching. – Manages compliance with governance standards and regulatory requirements. – Customer complaint management.
Our ideal candidate will have the following required competencies: Strong technical experience within claims. Experience in negotiating claim settlements Effectively strategize resolution plans that involve multiple internal and external parties. Confident and effective communication skills both verbally and in writing with excellent call handling skills and the ability to convey by telephone a range of information Ability to organize and prioritize workloads effectively Takes ownership and follows through on agreed commitments and will take the initiative to overcome problems and implement solutions Proficiency in desk management, time management and dealing with difficult customers. Experience and Qualifications Required: Strategic organization management and analytical business sense Strong decision making skills Capability of working under tough pressure and timelines Effective communicator (written, verbal, training) Fully developed knowledge in Travel Claims or similar line of business (3-5 years? experience) Policy language skills enabling accurate and consistent policy wording interpretation Ability to promote and build a team atmosphere that fosters technical and service excellence Advanced degree preferred
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide 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.
At AIG, we believe that diversity and inclusion are critical to our future and our mission ? creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.