Bilingual German/English Customer Service Representative

Job Description

Job Description

Embark on a Journey That Makes a Difference.

At Redion, every day is an opportunity to help people explore the world with confidence. We’re not just in the business of protection—we’re in the business of adventure and peace of mind. Whether it’s a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, we’re there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience.

Set Sail on a Career Path to Success.

Our teams value curiosity and collaboration while priding ourselves on fostering a welcoming and inclusive atmosphere for our employees. Elevate your journey through our internal programs, including:

• Diversity, Equity, and Inclusion (DEI) Committee
• Career pathing and Individual Development Plans
• Internal training and intern opportunities
• Women in Business Mentorship Program
• Employee awards and recognition
• Education and professional development assistance program

Passport to Perks Includes:

• Generous Employer contribution for health, dental, and vision insurance
• Paid Maternity and Paternity Leave

• Scholarship Program for Employee Dependents
• Company match on 401k
• Employee Assistance Program (EAP)
• Company paid short-term and long-term disability insurance
• Company paid life insurance
• Voluntary Pet Insurance
• Voluntary Legal Benefit
• Discounts on travel insurance
• Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO)

Your Role on the Expedition:

The role of Assistance Coordinator is captured in its name: we are coordinating assistance for people in need. We coordinate different types of assistance for our customers, including but not limited to travel arrangements, medical transports, routine and emergent medical visits, repatriation, and evacuation services, and more. To be successful in this role, you must have a strong sense of empathy, urgency, attention to detail and multitasking capabilities. In this role, you must be able to work within a team, make decisions quickly and locate resources under time constraints.

Chart Your Course:

• Handle calls, emails, and faxes, both inbound and outbound, to patients, clients and providers.
• Adhere to quality, availability, and productivity expectations to ensure individual and departmental success.
• Proactively communicate with patients, clients, and providers in a comprehensive and professional manner at all times.
• Prioritize incoming/assigned tasks to ensure actions are taken in a timely manner, in line with contractual and internal Service Level Agreements.
• Follow all established GMMI Client Specific Procedures and Standard Operating Procedures.
• Responsible for daily work and timely follow-up on active cases assigned.
• Communicate with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers and supporting departments to coordinate work efforts.
• Responsible for communicating benefit/coverage decisions and administering medical payments via direct billing or authorized credit card use.

Your Ticket to Success:

Required Qualifications:

• High School Diploma or Equivalent (GED) required.
• Excellent verbal and written communication skills in English and German.
• Experience in handling high volume of interactions including call and email volumes.
• Advanced computer literacy and internet research skills.
• Ability to work in fast-paced environment, great prioritization, and time management skills.
• Professional and positive interaction with clients, patients, providers, and colleagues.
• Must represent the organization in a professional and knowledgeable manner.
• Insurance benefits administration (Travel/Health insurance).
• Minimum one year experience working within the healthcare or insurance industry.
• Geographical awareness.
• MS Office (Word, Excel, PowerPoint, and Outlook)

Preferred Qualifications:

• Customer Service experience in (medical) assistance preferred.
• Basic medical terminology: knowledge of US/International healthcare systems.

Position Coordinates:

This is a hybrid role based out of our Pembroke Pines, FL office . As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week. This position is NOT open to 100% remote work.

Time for Take-off:

This position will be Monday-Friday 11:00am - 7:30pm. Occasional overtime may be required according to business need.

One team. Every destination.

Redion is proudly part of the Generali Group and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• Redion Insurance Services, Inc.: US travel insurance brand for retail, tour operator, cruise and lodging partners. Learn more here.
• Redion US Holdings: The primary Corporate brand in the United States for our travel insurance, travel assistance, and beneficiary companion products. Learn more here.
• Redion Medical Management, Inc.: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
• Iris, Powered by Generali: identity and digital protection solution. Learn more here.

Explore new horizons – apply today!

Don’t meet every single requirement? At Redion, we are dedicated to building a diverse, inclusive and enriching workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

California Residents - Privacy Notice for California Residents Seeking Employment with Redion is available here: CCPA Privacy Policy | Redion

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.