Senior Assistance Coordinator

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Senior Assistance Coordinator

We are recruiting a Senior Assistance Coordinator to join our International Medical Assistance team based in Esher, UK.

Reporting to the Team Leader, the Senior Coordinator will be responsible for providing a proactive, professional and timely response to requests for travel and medical assistance by delivering cost-effective and customer-focused solutions.

The Senior Assistance Coordinator will be required to provide first line support to the team, act as a point of escalation, take ownership of escalated issues, notify the management team of any potential problems, and deputise for the Team Leader in their absence.

Our ideal candidate will:

• Have a minimum of 12 months experience working in an Assistance Coordinator or similar role.
• Have excellent written and verbal communication skills.
• Have good geographical knowledge.
• Have knowledge and experience of working within the travel insurance arena (advantageous).
• Be positive and have a can-do approach to all tasks.
• Work calmly under pressure.
• Build positive relationships with their team, managers, clients, and peers.
• Be responsive and empathetic to the needs of others.

Key activities/main duties:

• Provide first line support and guidance to the team.
• Deputise in the absence of the Team Leader and act as shift lead as required.
• Handle all calls in a prompt, courteous and professional manner with empathy and customer focus.
• Create case files capturing all relevant information accurately and provide a synopsis of each situation.
• Provide advice to customers and assist them through the insurance claim process.
• Confirm insurance eligibility of each claimant and ensure all data is captured accurately.
• Notify the client/claims handler/underwriter of all cases where applicable.
• Ensure accurate reserves and costs are added to all case files.
• Obtain information from 3rd parties to expedite the claims assessment process.
• Communicate with all parties regularly and monitor all aspects of the assistance to help facilitate case progression.
• Allocate written correspondence to case files, escalating urgent or important correspondence to senior colleagues.

Required Criteria:

• Excellent written and verbal communication skills.
• Teamwork.
• Good geographical knowledge.
• Early, middle and late shifts, Monday to Sunday, including Bank Holidays.
• English language, both verbal and written, to a native standard.
• Ability to commute to the Esher office.

Desired Criteria:

• Additional foreign languages.
• Experience of working within the travel insurance business.