First Call Resolution Specialist

Company Name:
Position Description
This position is responsible for providing excellent customer service in an escalation role. The role also provides support, as needed, to call center representatives through help desk functionality. Responsible for providing a superior level of service/support both internally and to our customers.
Essential Duties and Responsibilities:
Provides a first call resolution through excellent customer service for escalated customer concerns
Completes research database callbacks related to customer claims, proof of purchase requests, and contract research
Completion of special projects, tasks related to improvement of call center operations
Maintains and exceeds expectations in relation to performance goals set forth by management
Works closely with the Consumer Relations and Dispatch departments to resolve outstanding customer issues
Assists agents through help desk functionality in answering questions related to customer need
Coaches agents to use of their resources and techniques related to de-escalation
Regularly submits or creates documentation to help improve the All-In-One-Tool and other resources
Facilitates and maintains interdepartmental relations in helping to improve customer service policies and procedures
Position Requirements
Essential Knowledge, Skills, and Abilities:
Proficient in Internet Explorer and all Microsoft applications (Word, Excel, Access, Outlook).
Analytical skills and an ability to work within various databases and spreadsheets; experienced and skilled in online research.
Forward-thinking - ability to be pro-active and expect the unexpected
Anticipate needs before they happen to eliminate any potential issues which may arise.
Juggle multiple projects simultaneously while maintaining unwavering attention to detail and keeping leadership informed of your progress.
Ability to independently analyze data and report back to management.
Ability to consistently meet deadlines.
Actively listen to others to understand their perspective and ensure continuous understanding regardless of communication channel or audience.
Ability to consistently perform at a high-intensity pace.
Maintain high level of accuracy & precision in the output of work.
Exceptional written and verbal communication skills..
Excellent interpersonal skills and the ability to work with a variety of personalities.
Education/Experience Requirements:
High school diploma or GED required.
BA/college courses preferred.
About Us
American International Group, Inc. (AIG) is a leading international insurance organization serving customers in more than 130 countries and jurisdictions. 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 Property Casualty is a global market leader, one of the few truly global property casualty franchises.
AIG Life and Retirement is one of the largest life insurance organizations in the U.S., and provides protection, investment and income solutions needed for financial and retirement security.
United Guaranty Corporation is the marketplace leader in mortgage insurance in the U.S.
Additional information about AIG can be found at - YouTube: - Twitter: @AIG_LatestNews - LinkedIn:
Job ID #: 106657
Employment Type: Full Time - Permanent
Location(s): IN-Jeffersonville
Education Preferred: High School Diploma
Business Unit: AIG Property Casualty
Relocation Provided: No
Functional Area: Call Center
Travel Percentage: 0%

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