Assistance Coordinator

Assistance Coordinator - Travel & Medical Assistance

Be the Calm in Someone's Crisis

Why Allianz Partners?

What's in it for You?

About the Role

Customer Assistance & Case Triage

Case Coordination

Medical Correspondence & Administration

Compliance & Operational Excellence

About You

We Would Love to Hear From You If You Have:

Highly Regarded

Future-Ready Skills We Value

Roster Requirements

Join a Team That Makes a Difference

Qualifications

• You'll thrive in this role if you're resilient, detail-oriented and passionate about helping people.
• Experience in customer service, contact centre, assistance, insurance, healthcare or emergency services environments
• Exceptional communication and relationship-building skills
• Strong problem-solving and critical-thinking capability
• Ability to remain calm and make decisions under pressure
• Excellent organisational skills and attention to detail
• Confidence navigating multiple systems simultaneously
• Strong written communication and administrative capabilities
• Highly Regarded
• Travel insurance, health insurance or medical assistance experience
• Case management experience
• Understanding of insurance policies and customer claims processes
• Experience working in KPI-driven environments
• Knowledge of regulatory and compliance frameworks
• Future-Ready Skills We Value
• Learning agility and adaptability
• Digital fluency and technology confidence
• Data-informed decision making
• Continuous improvement mindset
• Process optimisation thinking
• Customer-centric innovation
• AI readiness and willingness to embrace emerging technologies
• Collaborative problem solving
• Curiosity and growth mindset
• Roster Requirements
• This position operates within our global 24/7 Assistance Centre and requires flexibility to work across a rotating roster.
• Permanent full-time position working 38 hours per week
• Rotating 7-day roster covering Monday through Sunday
• Shifts will include a mix of days, evenings, overnight shifts, weekends and public holidays
• Rosters are released one month in advance, providing visibility and allowing you to plan ahead
• Participation in shift handovers, team meetings and ongoing training sessions is required
• Flexibility and reliability are essential in supporting customers around the clock
• Please note: Applicants must be available to work across a 24/7 roster, including nights, evenings, weekends and public holidays.
• Join a Team That Makes a Difference
• Every day, our Assistance Coordinators help customers navigate medical events, travel disruptions and unexpected emergencies. If you're looking for a meaningful career where you can make a genuine impact while building future-focused capabilities with a global organisation, we'd love to hear from you.
• Apply now and become part of a team delivering world-class assistance, innovation and care, anytime, anywhere.
• 101262 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
• Allianz 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 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.
• Great to have you on board. Let's care for tomorrow.

Responsibilities

• Manage inbound and outbound calls from customers, hospitals, medical providers and key stakeholders
• Assess and triage cases based on urgency and complexity
• Gather and validate policy, travel and medical information
• Escalate time-critical or complex cases appropriately
• Deliver a seamless and empathetic customer experience
• Create and manage cases from first notification through to handover
• Maintain accurate case documentation and records
• Coordinate task allocation across operational teams
• Conduct follow-up communications with customers and providers
• Ensure efficient workflow management and case progression
• Monitor and action medical inboxes and email correspondence
• Process medical reports and provider updates
• Prioritise activities based on service levels and customer needs
• Maintain high-quality documentation standards
• Adhere to regulatory and compliance requirements
• Support continuous improvement initiatives
• Maintain data accuracy and quality standards
• Contribute to a culture of accountability, collaboration and operational excellence
• You'll thrive in this role if you're resilient, detail-oriented and passionate about helping people.
• Experience in customer service, contact centre, assistance, insurance, healthcare or emergency services environments
• Exceptional communication and relationship-building skills
• Strong problem-solving and critical-thinking capability
• Ability to remain calm and make decisions under pressure
• Excellent organisational skills and attention to detail
• Confidence navigating multiple systems simultaneously
• Strong written communication and administrative capabilities
• Travel insurance, health insurance or medical assistance experience
• Case management experience
• Understanding of insurance policies and customer claims processes
• Experience working in KPI-driven environments
• Knowledge of regulatory and compliance frameworks
• As Allianz Partners continues to evolve through technology-enabled service delivery, we welcome candidates who demonstrate:
• Learning agility and adaptability
• Digital fluency and technology confidence
• Data-informed decision making
• Continuous improvement mindset
• Process optimisation thinking
• Customer-centric innovation
• AI readiness and willingness to embrace emerging technologies
• Collaborative problem solving
• Curiosity and growth mindset
• This position operates within our global 24/7 Assistance Centre and requires flexibility to work across a rotating roster.
• Permanent full-time position working 38 hours per week
• Rotating 7-day roster covering Monday through Sunday
• Shifts will include a mix of days, evenings, overnight shifts, weekends and public holidays
• Rosters are released one month in advance, providing visibility and allowing you to plan ahead
• Participation in shift handovers, team meetings and ongoing training sessions is required
• Flexibility and reliability are essential in supporting customers around the clock
• Please note: Applicants must be available to work across a 24/7 roster, including nights, evenings, weekends and public holidays.
• Every day, our Assistance Coordinators help customers navigate medical events, travel disruptions and unexpected emergencies. If you're looking for a meaningful career where you can make a genuine impact while building future-focused capabilities with a global organisation, we'd love to hear from you.
• Apply now and become part of a team delivering world-class assistance, innovation and care, anytime, anywhere.
• 101262 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
• Allianz 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 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.
• Great to have you on board. Let's care for tomorrow.