Broker Service Desk Officer (French Speaker)

The Broker Service Desk Agent will be in charge, within the Operations team, of the following activities:

• Onboarding and training our new brokers on the Flow platform, through which AIG distributes insurance products to SMEs
• Responding to telephone calls and emails from brokers regarding the operation of the platform, the coverage offered, or the document issuance processes:
  • Receiving calls from brokers and qualifying their requests,
  • Providing them with information in compliance with the processes and guidelines provided,
  • Handling emails regarding the activity and/or the platform
• Acting as the interface between brokers and the IT department in case of problems (e.g., password resets)
• Ensuring the follow-up of requests made by brokers:
  • Setting up and continuously updating a summary document of questions/answers as well as a reporting tool,
  • Analyzing the resulting information and reporting it to management
• Be one of the preferred internal points of contact regarding the platform:
  • Interact with Flow underwriting and Operations,
  • Take part in IT tests
  • Report any potential alerts to management and be proactive in proposing solutions,
  • Handle any potential complaints
• Controlling the policy issuance process and service quality (ensuring the completeness and accuracy of the data provided as well as compliance with processing deadlines)
• Contributing to the preparation of renewals
• Managing administrative tasks (e.g., the issuance of endorsements) not yet performable on the platform
• Providing support for commercial campaigns

• You possess excellent oral and written communication skills
• You are familiar with, and comfortable with, telephone management
• You demonstrate highly developed organizational skills
• You have a sense of customer service
• You are proactive and fully autonomous in managing your activities
• You have a real capacity to influence
• You have a real team spirit
• At least 3 years of experience in an insurance company, preferably in the management or underwriting of General Liability and/or Property insurance contracts
• You are proficient in IT tools and systems (Microsoft Office) and telephony
• You have a good general knowledge of business lines and products
• You know how to manage an activity, notably by producing dashboards and by identifying and reporting points of vigilance to your management
• You know how to define and implement processes and procedures
• You have already dealt with compliance and customer service quality issues
• A good level of professional written/spoken English would be a very appreciated plus

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.