Senior State Filings Analyst at AIG, supporting regulatory product filings across personal insurance lines. Collaborating with multiple departments to ensure compliance with insurance regulations.
About the role
- Intermediate Associate Executive Response Analyst providing customer service for escalated issues from clients and regulatory agencies. Conducting investigations and offering personalized solutions for customer concerns.
Responsibilities
- Provide personalized service to customers who communicate with the Office of the Chairman, Other Senior Executives and other Regulatory/Legal channels.
- Resolve the customer issues and act as the client advocate while balancing decisions with prudent business judgment.
- Conduct in-depth investigations of the issues, interfacing with all external and internal partner organizations (Compliance, Legal, Marketing, CoreLogic etc.).
- Provide feedback to the client within specific case-type timeliness standards.
- Resolve complex issues, while valuing the client and using prudent business judgment.
- Write personalized responses, and ensure the escalation and speed of each response meets the customer’s and regulatory agency’s needs.
- Capture demographic information as well as the status of the investigation through progression noting in a centralized database/tracking tool.
- Route and track specific issues to business partner organizations (Originations, Doc Services, Transaction Services, Branch Bank, Credit, Fraud, etc.) for their input and inclusion in ERU’s response to the clients / regulatory agencies.
- Identify key problem areas that may affect larger segments of the client base and engage appropriate groups to eliminate those problems.
- Within established procedures, make decisions without manager approval.
- Work under little to no direct supervision. May support an expansive and/or diverse array of products/services.
Requirements
- 2-5 years relevant experience
- Previous experience working directly with customers, preferably in an escalated queue.
- Subject Matter Expert in businesses supported.
- Excellent written and verbal communication skills.
- Self motivated, self directed and self managed.
- Excellent time and case management skills.
- Must possess excellent listening skills.
- Must be able to effectively communicate empathy and compassion when working with clients, while also supporting and upholding Citi guidelines and policies.
- Ability to clearly articulate findings in a large group setting in person, in writing, and via telephone conference calls.
Benefits
- medical, dental & vision coverage
- 401(k)
- life, accident, and disability insurance
- wellness programs
- paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
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