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Senior Assistance Coordinator
We are recruiting a Senior Assistance Coordinator to join our International Medical Assistance team based in Esher, UK.
Reporting to the Team Leader, the Senior Coordinator will be responsible for providing a proactive, professional and timely response to requests for travel and medical assistance by delivering cost-effective and customer-focused solutions.
The Senior Assistance Coordinator will be required to provide first line support to the team, act as a point of escalation, take ownership of escalated issues, notify the management team of any potential problems, and deputise for the Team Leader in their absence.
Our ideal candidate will:
* Have a minimum of 12 months experience working in an Assistance Coordinator or similar role.
* Have excellent written and verbal communication skills.
* Have good geographical knowledge.
* Have knowledge and experience of working within the travel insurance arena (advantageous).
* Be positive and have a can-do approach to all tasks.
* Work calmly under pressure.
* Build positive relationships with their team, managers, clients, and peers.
* Be responsive and empathetic to the needs of others.
Key activities/main duties:
* Provide first line support and guidance to the team.
* Deputise in the absence of the Team Leader and act as shift lead as required.
* Handle all calls in a prompt, courteous and professional manner with empathy and customer focus.
* Create case files capturing all relevant information accurately and provide a synopsis of each situation.
* 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.
* Ensure accurate reserves and costs are added to all case files.
* Obtain information from 3rd parties to expedite the claims assessment process.
* Communicate with all parties regularly and monitor all aspects of the assistance to help facilitate case progression.
* Allocate written correspondence to case files, escalating urgent or important correspondence to senior colleagues.
Required Criteria:
* Excellent written and verbal communication skills.
* Teamwork.
* Good geographical knowledge.
* Early, middle and late shifts, Monday to Sunday, including Bank Holidays.
* English language, both verbal and written, to a native standard.
* Ability to commute to the Esher office.
Desired Criteria:
* Additional foreign languages.
* Experience of working within the travel insurance business.
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