FNOL Cabin Agent
American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies offer a wide range of casualty and casualty insurance in approximately 70 countries and jurisdictions. This diverse offering includes products and services that help businesses and individuals protect their assets and manage risk.
We are also committed to making a positive difference for our colleagues and the communities where we work and live. We encourage our colleagues to contribute to the causes that matter most to them by supporting these initiatives through our Volunteer Time Off Programs and Matching Grants.
Get to know the business
General Insurance is a leading provider of insurance products and services for business and personal customers. It has one of the most extensive property insurance networks in the world. General Insurance offers a wide range of products to its customers through a diversified, multi-channel distribution network.
The Customer Service team collaborates with the company to support policyholders and brokers on a wide range of products and offers, through each interaction during 24/7 business hours, 365 days a year. Each CC agent is responsible for delivering and materializing the product offer and promise. Our main objective is to provide support, experience and an excellent service in emergency care. The FNOL Cabin Agent has the responsibility to provide immediate attention to the requests of our policyholders, even in situations where health and safety are compromised.
The FNOL Cabin Agent is in charge of providing immediate and quality attention to our policyholders when they suffer a vehicle or home accident or require any type of assistance that we offer in our products.
The position is part of the Mexico Contact Center team, responsible for assisting our customers during a claim or who need assistance with a 24/7 service schedule, in accordance with local regulations and the criteria established by AIG guidelines.
In 2025, FNOL's Claims and Assistance Contact Center in Mexico answered approximately 200,000 calls.
The main activities of this agent are:
- Register new claims in our systems due to traffic accidents, roadside assistance, etc.
- Carry out the correct validation of the status and collection of the policy.
- Customer service support, providing the necessary information to follow up on your claim.
The contact center is not only essential to support the business team and attend to the insured in case of claim or assistance, but also to avoid financial and regulatory impacts.
In 2025 it achieved KPIs above the market with 90% in Service Level and 3% in Abandoned calls.
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- AUTO: Call option: 96,444 options / Portfolio value: USD 33 million in annualized premiums.
- Package: Call option: 10,320 options / Portfolio value: USD 5 million in annualized premiums.
- Collateral: Call option: 85,812 options / Portfolio value: USD 16 million in annualized premiums.
Positional performance has a direct positive impact in recent years on insured NPS survey results from 53% in 2020 to 64% in 2025.
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The FNOL Cabin Agent is tasked with gathering detailed information to provide the care of car accidents, personal accidents, business lines and multiple assistance.
- Through knowledge of the product and care processes, as well as the correct use of our main systems, to meet the needs of our policyholders at the moment of truth and avoid an economic or reputational impact.
Duties and responsibilities
<>•<>•<>•<>•<>•2. Responsibilities:
3. Skills and experience
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Ability to work under pressure.
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Customer management.
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Follow-up of procedures in customer service.
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High empathy and listening skills.
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Problem-solving skills and quick thinking.
What we are looking for:
Experience:
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1 year in customer support
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Basic knowledge of insurance and claims processes.
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Flexibility for shift rotation.
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In addition to the technical skills necessary for the position, efficient teamwork capacity and proactivity.
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Attention to detail.
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Microsoft packages: Excel (High), Word, Outlook.
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Willingness to learn.
At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.
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 inclusion
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 learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent 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 [email protected].
Functional Area:
OP - Operations
AIG SEGUROS MEXICO S.A. DE C.V.
