Assistance Coordinator

Reporting to the Regional Manager, the Assistance Coordinator will be responsible for providing proactive, professional and timely responses and administration for all travel and medical assistance requests and cases by delivering cost effective and customer focused solutions.

The basic salary for the role is R18'500 per month plus uplift for weekend and public holiday work.

**What we are looking for**:

- Previous experience working in a telephone based customer service role desired.
- Excellent written and verbal communication skills.
- Good geographical knowledge.
- Must be able to speak and write English to a native level.
- Specific language skills are an advantage.
- Knowledge and experience of working within the travel insurance arena is an advantage.
- Positive and can-do approach to all tasks.
- The ability to work calmly under pressure.
- The ability to build positive relationships with their team, managers, clients and peers.
- The ability to be responsive and empathetic to the needs of others.
- The ability to communicate professionally, employing excellent listening skills.

**About The Role**

**Typical job responsibilities include, but are not limited to**:

- Handle all calls in a prompt, courteous and professional manner with empathy and customer focus.
- Identify the nature of the callers needs through effective questioning and listening.
- Create case files capturing all relevant information accurately and provide a synopsis of each situation and deal with all administrative tasks through to full case closure.
- Provide advice to customers and assist them through the insurance claim process.
- Confirm insurance eligibility of each claimant and ensure all data is captured accurately.
- Notify the client/claims handler/underwriter of all cases where applicable.
- Utilise the correct resources and provide the most appropriate and cost effective solutions in line with company and client policies and procedures.
- Ensure accurate reserves and costs are added to all case files.
- Obtain information from 3rd parties in order to expedite the claims assessment process.
- Communicate with all parties on a regular basis and monitor all aspects of the assistance to help facilitate case progression.
- Allocate & action written correspondence to case files, escalating urgent or important correspondence to senior colleagues.
- Where applicable, escalate urgent matters to Senior Coordinators, Team Leaders, Regional Manager and Operations Managers as appropriate.
- Ensure high risk and high profile cases are notified to the Team Leader, Regional Manager or Operations Manager immediately.
- Keep up to date with business knowledge and all aspects of service requirements.
- Share experience, knowledge and expertise with colleagues, both in the department and throughout the company, to ensure the best service is delivered at all times.
- Undertake and participate in your performance review identifying own personal development needs and taking action to achieve new skills and knowledge.
- Take responsibility and ownership for ensuring compliance to departmental and companywide policies.

**Required Criteria**
- Excellent written and verbal communication skills
- Customer Service experience, ideally telephone based
- Previous experience of working in International Medical and Travel Assistance

**Desired Criteria**
- Additional language skills
- Experience in Medical and Travel Assistance

**Skills Needed**

**About The Company**

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations - whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

**Company Culture**

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges - and no pro