Consumer Relations Specialist

We need to output HTML fragment with headings

for sections present: About the role? The posting includes sections: "About The Consumer Relations Team", "About The Call Center Operations – Consumer Relations Agent Role", "Key Responsibilities", "Qualifications", then benefits description, then other paragraphs about AIG, culture, inclusion, etc. We need to map to allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should use those headings only if content exists. The posting includes "About The Consumer Relations Team" and "About The Call Center Operations – Consumer Relations Agent Role" which together describe the role. Could map to "About the role". Then "Key Responsibilities" -> "Responsibilities". Then "Qualifications" -> "Qualifications". There's also a list of qualifications items. Also there is a benefits paragraph: "Enjoy Benefits That Take Care Of What Matters...". So we can create Benefits section. No explicit Pay or Schedule info, though schedule mentioned: "This role might be days or evenings, depending on shift availability." That's schedule info. So we can include Schedule section with that sentence. No explicit Pay. So we omit Pay. We need to use

• for any list of duties/requirements/benefits. For responsibilities list, we have bullet-like sentences separated by periods. We'll convert to
  • . For qualifications list, also bullet-like sentences. For benefits, we have prose describing benefits; maybe we can keep as

    . But if there is a list of benefits? Not explicit list; just paragraph; just prose. So we keep as

    . We must not repeat job title as heading. No Job ID. Remove boilerplate: EEO, accommodation request, etc. Also remove duplicated lines. Also remove navigation etc. We'll keep substantive info: description of team, role, responsibilities, qualifications, benefits, schedule note, maybe also mention location (Jeffersonville, Indiana office) and full-time. Also mention "No telemarketing or collections are involved." Also mention "This is a full time position at the Jeffersonville, Indiana office." Also mention "This role might be days or evenings, depending on shift availability." Also mention "At AIG, we value in-person collaboration..." etc. That's cultural info maybe not needed but could be included under About the role? Might be considered boilerplate? It's about culture; could be kept but not required. The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep that cultural info as part of About the role maybe. However we need to avoid filler like "commensurate with experience". Not present. We need to output only HTML fragment, no /. Use

    headings. Structure:

    About the role

    ... combined description from About The Consumer Relations Team and About The Call Center Operations – Consumer Relations Agent Role, plus maybe other paragraphs about in-person collaboration etc.

    Responsibilities

    • Provide a superior level of service/support to both internal and external customers.
    • Handle inbound customer service and escalation calls from both customers and clients.
    • Communicate effectively with all levels within AIG Warranty, clients and/or vendors.
    • Organize and process claim paperwork as necessary.
    • Serve as liaison between customers, clients and/or vendors.
    • Process replacement claims and handle/respond to back-orders in a timely and accurate manner.
    • Use assigned claims authority to perform claims functions to review and approve or deny repairs, determine repair vs. replace solutions, and process payments as needed to resolve customer escalations.
    • Resolve client and customer claim issues; attempt to finalize issues within three business days.

    Qualifications

    • 1+ years of previous customer service experience
    • Experience with a Customer Relationship Management platform is a plus.
    • Proficient with PC’s, especially with MS Word, Outlook, and Excel programs.
    • Effective written and verbal communication skills.
    • 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.
    • 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.
    • Ability to coach and assist other team members in a professional manner.

    Benefits

    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.

    Schedule

    This role might be days or evenings, depending on shift availability.

    Also include location and full-time: maybe include in About the role paragraph. Let's craft About the role paragraph: "The Consumer Relations Team supports clients and corporate team to respond to formal complaints within prescribed expectations for accounts. Individuals work in a rapidly growing inbound contact center delivering World Class customer service, with no telemarketing or collections involved. The role involves helping customers with warranty support complaints and being part of a winning team. This is a full‑time position at the Jeffersonville, Indiana office. Consumer Relations Agents work directly with warranty customers, corporate clients, and internal partners to find innovative service solutions, uphold contracts, ensure acceptable claim resolution, and act as a liaison between client, customer, and service provider, providing World Class service for internal and external customers. As contributors at AIG, they are relied upon to find expedited solutions for warranty customers with issues related to past or present service events. At AIG, we value in‑person collaboration as a vital part of our culture, asking team members to be primarily in the office to work together effectively and create a supportive, connected environment for the team and clients." That seems comprehensive. Now ensure no duplicate lines. Also remove any mention of "Functional Area OP - Operations AIG WarrantyGuard, Inc." maybe not needed but it's substantive? It's metadata about functional area; could be included in About the role? Might be minor; but we can keep as a short p maybe. However instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

    or drop it. This is functional area; could be minor metadata. We could include a short p after About the role: "

    Functional Area: OP – Operations, AIG WarrantyGuard, Inc.

    " but that's minor. Might be okay. But we should avoid duplication. The posting also includes "Welcome to a culture of inclusion ..." etc. That's also substantive but could be part of About the role. However it's quite long; we could include a paragraph about culture and inclusion. The instruction: preserve ALL substantive information. So we should include that as well. However we must avoid boilerplate like EEO statements; but the inclusion culture description is not boilerplate; it's substantive about company values. We'll include a paragraph under About the role maybe after the main description. But we must not create sections with filler. We'll keep About the role as one

    that may be long but okay. Let's combine all substantive paragraphs about culture, inclusion, equal opportunity, accommodation request? The EEO statement is boilerplate; we should remove. The accommodation request line is also boilerplate? It's about reasonable accommodation; could be considered boilerplate but it's specific instruction; maybe we should remove as it's application instruction? It's not exactly application instruction but it's about accommodation request; could be considered EEO/legal boilerplate. Safer to remove. Also remove "Reimagining insurance to make a bigger difference to the world ..." that's substantive about AIG mission; we could keep. Also "At AIG, you can go further to support individuals, businesses, and communities..." etc. That's substantive. Also "We invest in our largest asset, our people, through continuous learning and development..." etc. Also "Welcome to a culture of inclusion ..." etc. Also "AIG provides equal opportunity to all qualified individuals regardless of ..." that's EEO boilerplate; remove. Also "AIG is committed to working with and providing reasonable accommodations..." remove. Thus we need to keep the culture and mission paragraphs but remove the EEO lines. Let's extract those paragraphs: From posting: "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." Then: "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." We can combine these into a paragraph(s) under About the role. Now also there is "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." Already included. Now also "Enjoy Benefits That Take Care Of What Matters At AIG, our people are our greatest asset..." we already used for Benefits. Now also "At AIG, our people are our greatest asset." appears twice; we used in Benefits paragraph; okay. Now also "This is a full time position at the Jeffersonville, Indiana office." included. Now also "No telemarketing or collections are involved." included. Now also "This role might be days or evenings, depending on shift availability." schedule. Now also "At AIG, we value in-person collaboration..." included. Now also "Functional Area OP - Operations AIG WarrantyGuard, Inc." maybe minor; we could drop. Now also "About The Consumer Relations Team" and "About The Call Center Operations – Consumer Relations Agent Role" we merged. Now ensure we didn't miss any responsibility: "Resolve client and customer claim issues; attempt to finalize issues within three business days" included. Now also "Use assigned claims authority to preform claims functions to review and approve or deny repairs, determine repair vs. replace solutions, and process payments as needed to resolve customer escalations." we have. Now also "Organize and process claim paperwork as necessary." included. Now also "Serve as liaison between customers, clients and/or vendors." included. Now also "Process replacement claims and handling/responding to back-orders in a timely and accurate manner." included. Now also "Communicate effectively with all levels within AIG Warranty, clients and/or vendors." included. Now also "Handle inbound customer service and escalation calls from both customers and clients." included. Now also "Responsible for providing a superior level of service/support to both internal and external customers." included. Now also "They are a liaison between the client, customer, and service provider