assistance case coordinator.

• Permanent positions available
• Full time hours Monday - Sunday rotating roster
• $85,000 + Superannuation
• 10% yearly bonus
• Appealing location with convenient access to public transport, wide selection of shops, cafes, restaurants within walking distance
• Team engagement days
• Employees have access to various benefits including salary packaging services, discounts at restaurants and shops, and wellness resources
• 4 weeks of in depth training (all on-site)
• 50% hybrid role after training
• Laptop, headset and dual monitor allocated for WFH set up.
• Great workplace culture and excellent development/ career opportunities

The Assistance Coordinator is responsible for managing all case activities related to our clients 24/7 Travel insurance business. The role ensures our clients customers are provided guidance and support when they endure the unexpected during their trip.To align with the company strategy, Our clients focus is to maintain a customer centric experience. To deliver on this, The assistance coordinators must be consistently available and responsive to our customers 24/7. As an expert advisory service, the Assistance coordinator will work collaboratively with multiple stakeholders to safeguard customers and strive to provide an exceptionally high quality experience and outcome.

Key Responsibilities:

• Consistent in demonstrating strong listening, verbal and written communication skills.
• Remaining calm and compassionate in a crisis or adversity
• Work in close liaison with Clinical experts to manage potential risks, timely case actions and achieve optimal outcomes for customers.
• Prioritisation of case activities using risk management assessments to protect well- being whilst delivering a high-quality service.
• Engage with internal stakeholders and third parties for direction on liability decisions and placement of Guarantee of Payments
• Partner with the Assistance Leadership team to drive customer and productivity centric outcomes and help identify how to enhance our services and value to the business.

Key expectations:

• Customer requests for assistance are resolved attentively and timely.
• Quality and Proactive Case coordination resulting in excellent customer experiences and outcomes.
• Meet & exceed KPIs and regulatory requirements.
• Demonstrate professional and effective working relationships with internal and external stakeholders
• Consistently displaying a positive and constructive approach to change, leading by example.
• Create a culture of ‘one team’ across physical and remote working locations

Essential Experience and Qualifications:

• 2 years case management experience
• Excellent multi-tasker in fast paced environment
• Exceptional written, verbal and interpersonal communication skills
• Strong in English speaking communications, multilingual is highly regarded
• Competent in computer/IT skills
• Knowledge of General/ Insurance Industry
• Highly developed interpersonal, communication and negotiation skills.

Desired Experience and Qualifications:

• Qualification in General insurance or financial services
• 1-2 Experience front-line Operations and General insurance
• Highly developed interpersonal, communication and negotiation skills.
• Experience in travel or medical

Our recruitment process:

Please note that our team is currently shortlisting for multiple Assistance coordinators for a 30/09 start date. This process will include attending an interview with Randstad. Successful candidates will require 2 X reference checks from recent employers prior to commencement of employment. Applicants must have permanent working rights in Australia and must be able to pass a criminal history check

Apply now or email your updated CV to naomi.haye@randstad.com.au

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.