Who we are American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companiesprovide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80countries 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 businessGeneral Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of theworld’s most far-reaching property-casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichanneldistribution network. Position Overview:The Level 2 Escalation Agent will work directly with Best Buy warranty customers, Best Buy, and our internal partners to find innovative servicesolutions to resolve issues & escalations. The Level 2 Escalation Agents help uphold our contracts appropriately while also ensuring an acceptableclaim resolution. They are a liaison between the client, customer, and service provider; they provide a World Class level of service for both internal andexternal customers.As a contributor at AIG, the Level 2 Escalation Agents are who our clients rely on to find an expedited solution for warranty customers that have anissue with a past or present service event. About the role:The candidate will be responsible for providing a superior level of service/support to both internal and external customers. This role will assist otherteam members to provide accurate claim resolutions. Responsibilities:• Field incoming phone and e-mails from partner teams, end user customers and Best Buy regarding escalated resolution needs.• Work with internal teams, the client and partner vendors to expedite repairs and/or phone shipments.•Work with internal teams, the client and partner vendors to resolve claims with unexpected issues according to the terms and conditionsof the warranty contract.• Communicate effectively with all levels within AIG Warranty, clients and/or vendors.• Be on the alert and raise your hand when recognizing agent coaching needs, process improvements, system malfunctions, etc.• Work with internal partners, management and co-workers to find resolutions for unusual and unexpected issues• Responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner. Skills required:• 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. #LI-AJ1 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 extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family. Reimagining insurance to make a bigger difference to the world American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become. Welcome to a culture of belonging We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations. AIG provides 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. AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com . Functional Area: OP - Operations Service Net Warranty, LLC