AIG Life UK - Complaints Handler (Hybrid / Homebased)

Who we are:

American International Group, Inc. (AIG) is a leading global insurance organisation. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. AIG Life Limited in the U.K. (AIG Life UK) is a wholly owned subsidiary of Corebridge Financial, Inc.

 

Get to know the business:

Come and join an ambitious and growing company that helps people plan for the future.  We’re an innovative business who want to stand out from the crowd. At AIG Life UK, we are experts in protection. It’s what we do. We look after over 1.2 million people, specialising in life insurance, income protection, critical illness cover and more. For us, protection products are about more than financial security, it’s about helping people live better lives, supporting them when they need us most.

This is reflected in our culture - we believe that the best things we do in life, we do for others.  As we grow, we take tremendous pride in seeing our employees grow with us, and are committed to attracting, nurturing and developing the best talent. 

 

About the role - What you need to know:

Complaint Handler will report to the Customer Services Complaints Manager. As a Complaints Handler you will be:

• Recording and acknowledging all complaints in writing as they are captured

• Investigating and resolving complaints to a highest standard, ensuring all aspects of every customer complaint are addressed and each complaint has a fair outcome.

• Issuing decision letters (Final Resolution Letter) explaining your decision, why you came to this decision and what investigation have you done that lead to your decision.

• Liaising with appropriate business areas when investigating and resolving complaints.

• Make provisional decisions as to whether a customer is due compensation.

• Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/regulations at all times (including Conduct Risk)

• Supporting the process of delivering feedback to business areas on their complaints handling practices.

• Complete Root Cause Analysis (RCA) on each complaint, identifying trends and opportunities to avoid reoccurrence and recommend improvements to procedures and processes.

• Manage incoming requests for complaints data/MI making contact with the business to follow up on agreed resolutions and recording outcomes, issuing correspondence where appropriate.

What we’re looking for:

• Experience in delivering exceptional customer interactions in a professional and caring manner.

• Natural empathiser with the willingness and ability to understand others point of view and to build rapport with customers.

• Desire to embrace the freedom provided to do the right thing for the customer to derive the right outcome and exceed customer expectations

• Ability to break down complex issues and assimilate a wide range of information to fully comprehend cause, impact, and solution.

• Whilst previous Financial Services / Complaints experience would be an advantage, we are looking for someone with the skills and attitude to make a positive contribution to the existing Team.

Skills that will help you in the role:

• Collaborative approach to finding solutions, maintaining positive relationships with teams and departments across AIG Life.

• Excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice.

• Ability to work individually and under pressure

• Drives own performance using creativity and your own initiative to overcome challenges, identify solutions and upskill knowledge and capability.

 

Why work for us:

As part of the Complaints Team you will perform a vital function for our Customers. We get to engage with our Customers, and people who rely on us, first hand. People accept that mistakes can be made but how companies respond is crucial and we have an important role to play in this response. We use our skills and experiences to listen to customer’s concerns in order to improve our service to them. It is an ideal opportunity to rebuild and strengthen relationships with our customers.

 

Benefits:

We also believe in fostering our employees’ development and offer a range of learning opportunities for employees to hone their professional skills to position themselves for the next steps of their careers. AIG also has a devoted learner program for eligible employees to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

Flexibility is a highly valued part of our culture.  Be that the ability to work part time, shifts, term-time only or be based at home, flexibility helps ensure all our people can have a rewarding career. 

We firmly believe that the more support we provide to keep you happy and healthy, the better environment we all work in. As a result, we offer a range of benefits and support that help you create long-term wellbeing habits, including our industry leading Smart Health product.

In addition to a competitive salary, and our generous benefits package, there are lots of great reasons to join us. Take a look on our career pages for more details about our flexibility, commitment to health and wellbeing, and how you can grow with the company

We are an Equal Opportunity Employer

Corebridge Financial, Inc ., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide 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 such as sexual orientation. At Corebridge Financial , we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

To learn more please visit:

Corebridge Financial is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities.  If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to .   Reasonable accommodations will be determined on a case-by-case basis.

Functional Area:

OP - Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

AIG Life Limited