Assistance Coordinator

Dynamic Contact Centre Role

Make a real difference every day in a dynamic contact centre role where you'll support customers during their most critical moments. Ready to apply? Great! Next step is for you to upload a simple CV; it doesn't need to be perfect. We don't use this to assess your suitabilityyour potential matters most. Before the interview, you'll complete short assessments to showcase your strengths. This helps ensure the role is a good fit for you. You'll receive more details upon applying, and our team is here to support you.

What you'll be doing:

• Handle inbound calls and emails from members requiring medical and non-medical assistance while reviewing information across multiple systems.
• Provide attentive, empathetic support to members in high-stress situations, demonstrating strong communication and problem-solving skills.
• Document all interactions accurately in case and claim management systems, including follow-up actions and service fees.
• Collaborate with internal teams and external clients to resolve issues related to coverage, authorization, and care coordination.
• Interpret insurance benefits and assist members with medical evacuations, repatriations, and coordination of complex transportation services.
• Participate in ongoing training, coaching sessions, and quality reviews to maintain high service standards.
• Manage a high volume of calls efficiently, balancing workload while maintaining professionalism and compliance with SLAs.

What you'll bring:

• An associate's degree or equivalent, or at least six months to one year of related experience.
• Strong communication skills, both written and verbal, with a professional and positive demeanor.
• Ability to manage stress effectively and multitask in a fast-paced, high-pressure environment.
• Basic knowledge of geography, cultures, and languages to enhance member interactions.
• Critical thinking and problem-solving skills to assist members with complex situations.
• A proactive attitude with enthusiasm for delivering excellent customer service.

What we offer:

• Salary: $23.52 USD Hourly
• Monthly Performance based discretionary Bonus
• 20 days Annual Leave (rising to 25 days based on length of service)
• 8 Paid Company Holidays
• Medical, Dental, Vision and Life Insurance
• HSA, FSA and HRA available + Employer Contribution
• 401(k) Pension Plan & Employer match
• Paid Parental Leave
• Education Reimbursement
• ONLY DAYSHIFT (Hybrid Work - 3 days in the office per week).

We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response.