Customer Service Representative – Bilingual at AIG

Customer Service Representative (Japanese/English Bilingual)







CA-Woodland Hills

NJ-Jersey City

CA-San Francisco

Full time


Who we are

AIG Travel provides a wide array of travel, medical, security and concierge services helping millions of travelers solve problems and manage risk worldwide.

About the role

The Customer Service Coordinator is the front-line of customer support in coordinating risk mitigation activities that ensure AIG’s clients are in the best hands while traveling abroad. You are the heart of the operation and will work with AIG Travel’s Medical and Security teams, Travel Desk, and a Leadership team from a wide array of associated career fields, such as Risk Management, Medical, Military, NGO’s and Federal agencies.

Specific Duties

  • Provides telephone support and emergency evacuation services in response to client requests.
  • Assists clients in analyzing their requests in order to provide adequate service.
  • Uses appropriate resources to provide referrals to clients according to their requests.
  • Coordinates the management of each clients travel emergencies, flight cancellations, flight delays, trip interruptions and cancellations, baggage delays and similar events in general travel assistance.
  • Provides customer service to insured travelers regarding: policy benefits, verification of coverage, claims and claims information.
  • Monitors the status of patients and regularly reports the situation to the family and/or fellow travelers of the insured.
  • Makes arrangements for medical evacuation by working with the Provider Network Group (PNG) and the Medical Case Management (MCM) team.
  • Documents the entire management of each case.
  • Provides telephone and document translation services through applicable providers.
  • Sends and receives faxes and e-mails, calls via telephone, and supports inbound/outbound SMS communications.
  • Makes assessments and files claims on behalf of the client.
  • Works with and supports Provider Network Group by adding and evaluating both new service and existing service providers.
  • Other duties may be assigned as need arises.
  • Remote role if outside of Houston, TX area, must be willing to travel to Houston, TX for training and on a quarterly basis.

This position offers shift wage increases as follows:

  • 15% hourly wage increase between the hours of 12:00 AM and 8:00 AM.
  • 10% hourly wage increase between the hours of 4:00 PM to 12:00 AM.

What we are looking for

Education and Experience

  • Contact Center experience is preferred but not required.
  • Health care experience is preferred but not required.
  • Experience in customer service or dealing directly with customers, such as: Airline, Inside/Outside Sales, Financial Services/Banking.

Knowledge and Skills

  • Excellent telephone communication skills.
  • Experience using computer for data tracking and record keeping.
  • Proficiency in required languages.


  • Japanese required (Native) – Mandatory
  • English required (Read, Write, and Speak)

Math Skills

  • Requires basic skills to analyze costs and options for services.

Cognitive Skills

  • Must have a strong orientation to problem solving and a strong ability to find solutions in situations where there is no precedent.
  • Ability to work under pressure.

Benefits What AIG has to offer

  • Affordable health, dental, and vision insurance plans based on your individual or family needs
  • Generous Paid Time Off, Nine paid holidays, and Paid Volunteer Time Off
  • 401k with an employer match available upon hire
  • A fun, friendly work environment at a company that gives back to the community

At AIG, we have a 100-year legacy of working to make the world a better place. And that begins with our employees. We’re proud to offer a range of employee benefits and resources that help you protect what matters most your health care, savings, financial protection, and well-being. We provide a variety of leaves for personal, health, family, and military needs. For example, the Giving Back program allows you to take up to 16 hours a year to volunteer in your community.

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 tuition reimbursement 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.

We are an Equal Opportunity Employer

American International Group, 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 AIG, 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.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. Reasonable accommodations will be determined on a case-by-case basis.

We consider qualified applicants with criminal histories, consistent with applicable law.

In order to work from or visit an AIG office, and in accordance with the terms and conditions of AIG’s COVID-19 vaccination policy, individuals hired into this position will be required to attest that they have been fully vaccinated and agree to have their vaccination status and proof of vaccination confidentially stored by AIG. Exemptions may be considered on a case-by-case basis in accordance with applicable law.

Functional Area:

OP – Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

AIG Travel Assist, Inc.