广州招聘

RESPONSIBILITIES

Leadership/Teamwork
? Has the ability to manage a complaint or escalated call
? Answers questions about services or products and recommends corrective actions to address customer complaints
? Is involved in the determination of work procedures, and expedites workflow.
? Maintains harmony among workers and resolves disagreements
? Communicates regularly with Manager
* Willingness to work on a flexible schedule

General / Quality / Management
? Monitors service representatives knowledge on products, services, and company policies
? Audits computer system for data consistency and case management quality
? Keys information into computer to compile work volume statistics and to keep records of customer service requests and complaints.
? Analyzes and provides information to manager to standardize procedures to improve efficiency of subordinates.
? Prepares reports
? Regularly monitors email and fax queues to assure appropriate action is taken in timely manner by travel assistance coordinators
? Continues to handle and manage medical assistance cases when necessary to ensure coverage for the Assistance Department.
? Continues to assume all of the duties and responsibilities of Travel Assistance coordinator, if required
? Responds to other department’s inquiries on claims, accounting and customer service requests

Training / Orientation / Teaching
? Introduces new staff to departmental processes, policies and procedures, and
? Participates in staff development through case-related training, content specific training and ongoing coaching
? Will provide frequent performance feedback to travel assistance coordinators and manager
* Actively participates with trainer and manager in revision of call scripts and operations manual

Supervision / Staff Development /Resourcing / Evaluation
? Serves for escalation for assistance case activities that require additional review and approval
* Manages a team of 8 front line assistance staff
* Supervises staff’s daily activities and communicates productivity and performance-related issues to Manager
? Prepares weekly progress report of all service representatives for Assistance Manager
? Constantly monitors critical/high cost cases to ensure a positive outcome

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
o Bachelor’s degree preferred.
o Previous supervisor, medical assistance or quality assurance experience
o Demonstrated personal expertise and knowledge in emergency/critical case
logistical coordination
o Demonstrates personal expertise in presentation, training, and teaching skills
o Must possess clear, concise, and professional verbal and written communication abilities in English, Mandarin and Cantonese
o Must have the ability to create and maintain reports and spreadsheets, many of which will require strong mathematical skills.
o Must be able to function with a high degree of independent judgment. Must be able to take a broad directive and initiate the appropriate actions to lead to the successful end results

美国国际集团 (AIG)是一家国际领先的保险机构，为130多个国家的客户提供服务。AIG旗下公司通过全球最广泛的财产责任保险业务网络服务各类商业、机构及个人客户。AIG旗下公司在美国亦是领先的寿险及退休金服务提供者。AIG的普通股在纽约证券交易所及东京证券交易所上市。

美亚财产保险有限公司（简称“美亚保险”）是AIG旗下在中国经营财产责任险保险的独资子公司，目前在北京市、上海市、广东省、深圳市和江苏省设有分支机构。

American International Group, Inc. (AIG) is a leading international insurance organization serving customers in more than 130 countries. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. In addition, AIG companies are leading providers of life insurance and retirement services in the United States. AIG common stock is listed on the New York Stock Exchange and the Tokyo Stock Exchange.

AIG Insurance Company China Limited (AIG China, formerly Chartis Insurance Company China Limited) is a China registered wholly owned property & casualty subsidiary of AIG, with branch offices in Beijing, Shanghai, Guangdong Province, Shenzhen and Jiangsu Province.

www.aig.com