Senior Consumer Relations Specialist

About the Consumer Relations Team

The Consumer Relations Team is responsible for supporting our clients and corporate team to respond to formal complaints within the prescribed expectations (goals) for our accounts. Individuals in this position will work in a rapidly growing inbound contact center where our customer service is World Class. No telemarketing or collections are involved. In this role you will help customers with their warranty support complaints and be part of a winning team. This is a full time position at the Jeffersonville, Indiana office. This role might be days or evenings, depending on shift availability.

About the Call Center Operations - Consumer Relations Agent Role

Our Consumer Relations Agents work directly with warranty customers, corporate clients, and our internal partners to find innovative service solutions. Consumer Relations Agents help uphold our contracts appropriately while also ensuring an acceptable claim resolution. They are a liaison between the client, customer, and service provider; they provide a World Class level of service for both internal and external customers.

As a contributor at AIG, Consumer Relations Agents are who our clients rely on to find an expedited solution for warranty customers that have an issue with a past or present service event.

Job Description/Requirements

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.

+ Proficient with PC's, especially with MS Word, Outlook, and Excel programs.

+ Effective written and verbal communication

+ Excellent interpersonal skills and the ability to work with a variety of personalities.

+ 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 multi-task and handle several issues simultaneously.

+ Ability to maintain a positive and professional attitude when dealing with escalated claims.

+ Ability to negotiate with customers and vendors.

+ Ability to coach and assist other team members in a professional manner.

+ Handle inbound customer service and escalation calls from both customers and clients.

+ Communicates effectively with all levels within AIG Warranty, clients and/or vendors.

+ 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 preform 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.

A look at our Benefits

We're proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. We provide a variety of leaves for personal, health, family and military needs. For example, our "Giving Back" program allows you to take up to 16 hours a year to volunteer in your community. Our global mental health and wellness days off provide all colleagues with a paid day off to focus on their mental health and wellbeing.

We also believe in fostering our colleagues' development and offer a range of learning opportunities for colleagues to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible colleagues to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. 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 such as sexual orientation. 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.

To learn more please visit:

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 a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to [email protected] . Reasonable accommodations will be determined on a case-by-case basis.

Functional Area:

OP - Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

Service Net Warranty, LLC

As a leader in commercial and personal insurance solutions, we are one of the world's most far-reaching property casualty networks, offering a broad range of products, including Liability, Financial Lines, Property, Global Specialty, Crop Risk Services, Personal Lines and Accident and Health.

But as a leader, it is also important to us to help the world overcome some of the biggest challenges it has ever faced. From tackling climate change to creating more diverse, inclusive workforces, we are proud to not just be part of the solution, but to be a global leader for positive change in the communities that we serve.

We're also committed to doing the right thing for our people and the communities where we work and live. It's why we seek to offer what matters to our ever-diversifying team - like flexible and creative work environments, professional growth opportunities and forums to advocate for one another and incite change. We encourage employees to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

Join our Talent Network ( . Additional information about AIG can be found at www.aig.com | YouTube ( | Twitter ( | LinkedIn ( . These references with additional information about AIG have been provided as a convenience, and the information contained on such websites is not incorporated by reference into this press release.