Assistance Coordinator

Job description

JOB PURPOSE/ROLE

Answer inbound telephone calls and emails from customers inquiring about international travel, customers requiring medical or concierge assistance, or customers requiring claims, technical, or language support. Some calls will be of a crisis nature. Provide information on products and services and gather information on customer's specific needs. Coordinate a solution for the customer by involving and directing internal and external specialists.

Handle basic administrative tasks within the Assistance Department. Prepare customized materials for clients and/or customers as required.

Available shift(s):
8:00am - 4:00pm - Tuesday - Saturday.

KEY RESPONSIBILITIES

Answer inbound telephone and email inquiries; connect with the customer to identify purpose of contact and to verify their membership and insurance information; listen attentively and respond to customer inquiries providing accurate and complete program information educating the customer on total services available. Coordinate with clients, other departments or department management to verify eligibility for service and level of benefit available to the customer.

Coordinate services for customers who have encountered non-medical travel emergencies (ex: assist with replacements of travel documents like passports, arranging for repatriation of body remains, lost luggage etc.)

Coordinate concierge services in accordance with customer's service benefit, booking arrangements as requested.

Initiate cases for customers experiencing medical emergencies while traveling away from home.

Collaborate with and assist supporting all parties to ensure the customer receives the highest level of service during time of need.

Manage incoming faxes or emails to the Assistance Department following a defined procedure.

Respond to claims inquiries from customers (members, clients or providers).

Provide back-up support to the case management process as required to meet overall demand.

Escalate customer concerns/issues to Sr. Assistance Coordinator and/or Team Leader for resolution if all other means of satisfying the customer have been exhausted.

Stay up-to-date on procedural changes in order to communicate accurate information to customers.

Provide phone and assistance support to other service centers as necessary to meet business needs.

Provide language support for International travelers both written and oral (may require fluency in a second language.)

May require overnight or weekend duties during local weather emergencies as necessary to meet business needs.

May perform other duties as assigned.

KEY REQUIREMENTS/SKILLS/EXPERIENCE

Minimum Requirements :

Bilingual ability in Spanish or French preferred.

Associate's degree in a related field or equivalent combination of education and experience.

Two (2) years experience in customer service environment.

Two (2) years travel agent experience preferred.

Knowledge of world geography/ International experience is required.

Typing speed > 35wpm.

Experience with Sabre GDS system preferred.

ADDITIONAL INFORMATION

Office environment with moderate noise.

Flexibility with schedule to meet business needs.

Stand or Walk : <30%

Sit : >60%

Talk or Hear : >60%

Lift : None

Reference Code

AWP-4594320-2

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 85 million private and corporate customers and more than 142,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.

More Value Together
Allianz Worldwide Partners is a leading specialist for the global automotive business, expatriate health and life cover, and assistance services. On January 1st 2014, three specialists of Allianz joined forces to offer worldwide protection and care with the most comprehensive and integrated solutions for corporate clients, investing together in connected solutions and technology. This international family of 14 000 employees collaborate to create more value for their clients in 70 countries.

Allianz Worldwide Partners is a fast changing company with strong growth ambitions. We care for our customers, and our caring nature extends to our employees too. So if you would like to work for a global company that offers international career opportunities, contact us today and join our global family.

Everyone is welcome to apply, regardless of gender, national origin, age, religion, disability, sexual orientation or philosophy of life. Allianz Worldwide Partners is an Equal Opportunity Employer.

More information regarding of our Lines of Business can be found at

http://www.allianz-global-assistance.com/corporate/work-with-us/ for Allianz Global Assistance
http://www.allianzworldwidecare.com/specialist-provider-of-international-health-insurance-products?choice=en for Allianz Worldwide Care https://www.allianz.com/en/careers/index.html for Allianz Global Automotive

NOTICE TO SEARCH/PLACEMENT/STAFFING FIRMS, AGENCIES AND AGENTS:
Please be aware that Allianz Worldwide Partners does not seek or accept referrals, resumes or any other assistance in filling this employment opportunity from any search/placement/staffing/etc. firms, agencies or agents, or any affiliate or employee thereof, who have not entered into a formally executed written agreement with Allianz Worldwide Partners for such assistance (collectively, ""Prohibited Agencies"").

Regardless of past practices, all referrals, resumes and any other assistance submitted in any form and in any way by any Prohibited Agency to Allianz Worldwide Partners, or to any Allianz Worldwide Partners employee or agent, will be deemed to be the sole property of Allianz Worldwide Partners, and no fee, commission, or any other benefit will be paid to any Prohibited Agency under any circumstance, including in the event that a candidate referred by a Prohibited Agency is hired or contracted by Allianz Worldwide Partners."