Customer Service Representative (Japanese/English Bilingual)

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.

Get to know the business

AIG Travel

AIG Travel, a member of American International Group, Inc., provides travel insurance and global assistance through innovative product offerings. Travel Guard® is the marketing name for its portfolio of travel insurance and travel-related services. From lost luggage to a medical emergency, our 24/7 multilingual assistance team is always just a phone call away. Through our global service centers and a network of experienced providers, we deliver medical and security assistance to help our customers travel with confidence. AIG Travel is a socially responsible and inclusive organization that meets the diverse needs of leisure and corporate travelers alike.

About the role

The Customer Service Coordinator is the front-line of customer support in coordinating risk mitigation activities that ensure AIG's clients are in the best hands while traveling abroad.  You are the heart of the operation and will work with AIG Travel's Medical and Security teams, Travel Desk, and a Leadership team from a wide array of associated career fields, such as Risk Management, Medical, Military, NGO's and Federal agencies. 

What you need to know

• Provides telephone support and emergency evacuation services in response to client requests.  
• Assists clients in analyzing their requests in order to provide adequate service. 
• Uses appropriate resources to provide referrals to clients according to their requests.  
• Coordinates the management of each clients travel emergencies, flight cancellations, flight delays, trip interruptions and cancellations, baggage delays and similar events in general travel assistance.  
• Provides customer service to insured travelers regarding: policy benefits, verification of coverage, claims and claims information.  
• Monitors the status of patients and regularly reports the situation to the family and/or fellow travelers of the insured.   
• Makes arrangements for medical evacuation by working with the Provider Network Group (PNG) and the Medical Case Management (MCM) team.  
• Documents the entire management of each case. 
• Provides telephone and document translation services through applicable providers.  
• Sends and receives faxes and e-mails, calls via telephone, and supports inbound/outbound SMS communications.  
• Makes assessments and files claims on behalf of the client.  
• Works with and supports Provider Network Group by adding and evaluating both new service and existing service providers.  
• Other duties may be assigned as need arises.

This position offers shift wage increases as follows:

• 15% hourly wage increase between the hours of 12:00 AM and 8:00 AM.
• 10% hourly wage increase between the hours of 4:00 PM to 12:00 AM.

What we are looking for

Education and Experience

• Contact Center experience is preferred but not required.
• Health care experience is preferred but not required.  
• Experience in customer service or dealing directly with customers, such as: Airline, Inside/Outside Sales, Financial Services/Banking.

Knowledge and Skills

• Excellent telephone communication skills.
• Experience using computer for data tracking and record keeping.
• Proficiency in required languages.

Languages

• Japanese required (Native) - Mandatory
• English required (Read, Write, and Speak)  

Math Skills

• Requires basic skills to analyze costs and options for services.

Cognitive Skills

• Must have a strong orientation to problem solving and a strong ability to find solutions in situations where there is no precedent.
• Ability to work under pressure.

Enjoy benefits that take care of what matters

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 exte