Assistance Coordinator

Assistance CoordinatorWe are seeking a compassionate and enthusiastic Travel Assistance Coordinator who thrives in a fast-paced environment and is committed to delivering exceptional support to our valued customers. You will answer inbound telephone calls and emails from customers inquiring about international travel, needing medical or concierge assistance, or seeking claims, technical, or language support. Come work for a company that recognizes our strength lies in the people we hire. What you will do:Handle inbound calls and emails, verify membership and insurance details, and provide accurate information about services. Assist with eligibility checks and resolve customer issues—often complex and sometimes crisis-related.Manage non-medical travel issues, including document replacement and repatriation.Coordinate concierge services and book arrangements based on customer benefits.Initiate and manage cases for medical-related situations that arise during travel.Address claims inquiries from members, clients, or providers.Support case management and escalate unresolved issues to senior staff.Offer phone and assistance support to other service centers as needed.Provide language support for international travelers (fluency in a second language is a plus).Be available for overnight or weekend duties during weather-related events if required.Collaborate with all parties to deliver high-quality service.Contribute to a 24/7 support environment—we are actively recruiting for multiple shifts. 11am-7:30pm, 3:30pm-12am, and overnight 12pm-8:30am. You will also work one weekend day every other week. Utilize AI tools (such as ChatGPT or similar) to improve workflows, solve problems more efficiently, and enhance team productivity. What you will bring:Associate degree in a related field, or an equivalent combination of education and experience.Two (2) years of experience in a high-volume customer service environment.Two (2) years of insurance, medical, and/or travel agent experience preferred.Strong work ethic, self-motivation, and the ability to excel in a fast-paced environment.Excellent conflict-resolution skills and the ability to remain calm, compassionate, and effective when callers may be in crisis.Knowledge of world geography; international travel experience is a plus.Fluency in a second language is a plus.Use strong typing skills (35+ WPM) and comfort with technology, including Microsoft Word, Excel, Outlook, and Teams. Experience with PeopleSoft and Sabre is helpful but not required.This is a fully remote, work-from-home opportunity for candidates who live in Virginia, Florida, Georgia, Maryland, North Carolina or Texas. What we offer:Hourly base pay will be $20.35 per hourActual base pay may vary based upon factors such as relevant experience, qualifications, internal equity of peers, and geographic location. Employees may also qualify for performance-based bonuses, merit increases, and other incentives based on individual and company performance. The availability and amount of these additional compensation elements are determined by company policy and may vary. Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance. We offer a comprehensive benefits package that includes health, dental, and vision insurance, retirement savings plans, paid time off, and other employee programs. Eligibility for benefits is subject to plan terms and conditions and may vary based on position and/or employment status. At Allianz we use some AI-assisted technology as part of our recruitment process to help match candidates to roles based on skills, experience, job title, and location. AI supports our recruiters by enhancing the efficiency and accuracy of candidate assessments and job recommendations, while all applications are reviewed by our recruitment team and final hiring decisions are made by humans. Multiple vacancies may be filled from this job postingAllianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Join us. Let's care for tomorrow.