Our client is looking to onboard an Assistance Coordinator responsible for arranging and delivering assistance services to policyholders in line with company service standards and operational procedures. The role focuses on ensuring positive customer outcomes, including supporting policyholders to continue their trip when medically appropriate or coordinating safe repatriation to their home country.
Responsibilities
Coordinate and manage logistical arrangements in line with treatment plans provided by the medical team
Accurately record and maintain all case information within the case management system, ensuring compliance with internal procedures
Arrange medical and travel-related services, including hospital admissions, doctor appointments, commercial flights, air ambulances, ground transportation, accommodation, and fitness-to-fly clearances
Develop and maintain a strong understanding of the company’s global provider network and liaise with suppliers to ensure services are delivered effectively and within agreed costs
Coordinate services relating to deceased cases, including repatriation, burial, or cremation arrangements
Work closely with internal teams, ensuring all stakeholders remain updated throughout the case lifecycle
Monitor and manage case-related costs, including issuing guarantees of payment to providers where required
Review insurance policy terms and conditions, identifying and escalating any potential coverage or policy breaches to the relevant team
Provide a responsive, empathetic, and professional service to policyholders during sensitive or stressful situations
Escalate cases outside individual authority levels in line with established procedures
Complete administrative tasks and maintain up-to-date operational knowledge and process awareness
Ensure compliance with all relevant regulatory requirements, including FCA guidelines, PCI standards, Treating Customers Fairly principles, Data Protection legislation, and Company policies and procedures
Support management in identifying and mitigating departmental risks while maintaining high standards of integrity, professionalism, and compliance, including reporting suspected fraud or corruption
Requirements
Strong customer-focused approach with a genuine commitment to delivering excellent service
Excellent written & verbal communication skills in English and at least one of the following - French, Arabic, and Italian
Strong judgement, analytical thinking, and problem-solving abilities
Ability to identify issues quickly and determine the most appropriate course of action within departmental guidelines
Compassionate and service-oriented, with a proactive approach to supporting customers during challenging situations
Good computer literacy and confidence using internal systems and applications
