**Experienced Global Assistance Coordinator – Remote Travel Risk Management Support**

About Us

At On Call International, a Tokio Marine HCC Company, we pride ourselves on being a leading travel risk management assistance company that provides unparalleled support to individuals and families during times of crisis. Our mission is to deliver exceptional service, empathy, and expertise to those who need it most. With a strong commitment to innovation and customer satisfaction, we are seeking a highly skilled and compassionate Global Assistance Coordinator to join our team.

Job Summary

We are looking for a dedicated and customer-focused Global Assistance Coordinator to support our Global Response Center in managing various types of emergency, medical, and travel cases. As a key member of our team, you will be responsible for handling inbound triage calls, after-hour customer service inquiries, and facilitating payments for airline tickets, funeral home expenses, and other emergency travel needs. If you possess excellent communication skills, a strong ability to empathize with others, and a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Support the Global Response Center in managing emergency, medical, and travel cases, including daily verbal and written communications with patients and companions, liaising with medical teams worldwide, and arranging logistics related to emergency travel.
• Handle inbound triage calls, after-hour customer service inquiries, and facilitate payments for airline tickets, funeral home expenses, and other emergency travel needs.
• Develop a knowledge base of the global travel assistance process to explain emergency evacuations, travel arrangements, and benefit details to customers.
• Manage travel and medical emergency case types with minimal supervision, and begin learning consultative sales techniques to uncover and resolve customer needs and answer questions regarding plan benefits and claims status.
• Collaborate with internal teams to ensure seamless case management and customer satisfaction.

Performance Objectives

We are committed to your growth and development as a Global Assistance Coordinator. Within the first 30 days, you will gain a comprehensive understanding of the Case Coordinator Process, including the global travel assistance process, emergency evacuations, travel arrangements, and benefit details. By the 90-day mark, you will be managing cases with confidence, learning consultative sales techniques, and providing exceptional customer service to our clients.

Position Knowledge & Requirements

• Education: High School diploma or equivalent.
• Experience: Experience in the travel and hospitality industry, insurance claims processing, or foreign language skills are encouraged but not required.

Qualities & Skills

• Ability to be empathetic towards people speaking with and their situations.
• Outstanding customer service skills and displays proper phone etiquette – this position communicates with people who need assistance during difficult situations and maintaining a calm and professional tone is very important.
• Strong multi-tasking skills, meaning listening & comprehending what is being said and relaying that information accurately without delaying the process.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders, including customers, medical teams, and internal teams.
• Ability to work in a fast-paced environment, with a high level of accuracy and attention to detail.

Career Growth Opportunities & Learning Benefits

We are committed to the growth and development of our team members. As a Global Assistance Coordinator, you will have opportunities to learn and grow with our company, including:

• Professional development programs to enhance your skills and knowledge.
• Opportunities for career advancement within the company.
• Access to industry-leading training and development resources.
• A collaborative and supportive work environment that fosters growth and innovation.

Work Environment & Company Culture

We are a dynamic and innovative company that values diversity, equity, and inclusion. Our work environment is collaborative, supportive, and fast-paced, with a strong focus on customer satisfaction and employee growth. As a Global Assistance Coordinator, you will be part of a team that is passionate about delivering exceptional service and making a difference in the lives of our customers.

Compensation, Perks, & Benefits

We offer a competitive salary, comprehensive benefits package, and a range of perks and incentives, including:

• A competitive salary and bonus structure.
• Comprehensive health, dental, and vision insurance.
• A 401(k) retirement plan with company match.
• Generous paid time off and holidays.
• Opportunities for overtime pay and bonuses.
• A remote work environment with flexible scheduling options.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website at [insert website URL] to learn more about our company and apply for the Global Assistance Coordinator position.

Join Our Team

We are excited to welcome talented and dedicated individuals to our team. As a Global Assistance Coordinator, you will have the opportunity to make a real difference in the lives of our customers and grow your career with a dynamic and innovative company. Apply now to join our team and start your journey with On Call International, a Tokio Marine HCC Company.