Case Manager / Assistance Coordinator

Job description

Richmond, Virginia
FunctionalArea

Customer Service
ContractType

Full Time
HierarchyLevel

Professional
Posting

55828632
JobID

C2EBDE1DCF021EE8B5BFA3733F395B84
JOB PURPOSE/ROLE

KEY RESPONSIBILITIES

Answer inbound telephone and email inquiries; connect with the customer to identify the 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 :
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.
Bilingual ability in Spanish or French a plus, but not required.
ADDITIONAL INFORMATION

Office environment with moderate noise.
Flexibility with schedule to meet business needs.
Stand or Walk : 60%
Talk or Hear : >60%
Lift : None
REFERENCE CODE:

AWP-5828631-2


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 88 million private and corporate customers and more than 140,000 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.

Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.


Allianz Worldwide Partners provides diverse expertise in automotive, international health & life, travel insurance, assistance and direct sales and is at the forefront of the Allianz B2B2C offering. United under one roof, Allianz Global Assistance, Allianz Global Automotive and Allianz Worldwide Care are specialist brands combining forces to push boundaries and create tomorrow's solutions to deliver an enhanced experience to our clients. Our 16,000 employees are based across 76 countries and combine 70 different languages and 60 nationalities, reflecting the truly diverse nature of Allianz Worldwide Partners. Our DNA is unique: we dare and care, anytime, anywhere. If this sounds like you, come and join us!


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. We don't just hire people, we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us!

As an equal opportunity employer, Allianz Worldwide Partners recognises that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply.

More information regarding the Allianz Worldwide Partners lines of business can be found at: http://www.allianz-worldwide-partners.com/corporate/