Gca Customer Service Coordinator

Description:

Who you are

The Global Corporate Assistance 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 teams and dedicated providers to help our clients, who may find themselves vulnerable and faced with a situation they never imagined experiencing such as a lost passport, injury or severe illness overseas, even an air ambulance evacuation. You will also work with a leadership team from a wide array of associated career fields, such as Risk Management, Medical, Military, NGO's and Federal agencies.

As a coordinator at AIG you are the one the clients turn to in times of need. You act with speed, composure, compassion, and knowledge to solve problems and provide resolutions in urgent situations. The work you do every day is the heart of AIG’s business.

The GCA Customer Service Coordinator is responsible for:

• Providing support and guidance to client traveling that find themselves in emergency situations, in collaboration with AIG Travel teams and dedicated providers
• Using appropriate resources to provide referrals to clients, according to their needs
• Coordinating the management of each client’s travel emergencies, flight cancellations, flight delays, trip interruptions and cancellations, baggage delays and similar events in general travel assistance in coordination AIG Travel teams and dedicated providers
• Monitoring the status of patients and providing regular updates to the various stakeholders – family, fellow traveling companions, as well as the employer for employer sponsored programs.
• Making arrangements for medical evacuation by working with the Provider Network Group (PNG) and the Medical Case Management (MCM) team
• Communicating with all stakeholders on a case via electronic faxes, e-mails and calls
• Documenting all actions and communication concisely for each assistance case in the customer management system
• Assisting clients with submitting claims to the claims department for their emergency related expenses