Case Manager I- Assistance Coordinator

Allianz Worldwide Partners
  • Job Purpose/ Role

    Answer inbound telephone calls and emails from customers inquiring about international travel, customers requiring medical or concierge assistance, or customers requiring claims, technical, or language support. Some calls will be of a crisis nature. Provide information on products and services and gather information on customer's specific needs. Coordinate a solution for the customer by involving and directing internal and external specialists. ~crlf~~crlf~Handle basic administrative tasks within the Assistance Department. Prepare customized materials for clients and/or customers as required.

  • Key Responsibilities

    ## Answer inbound telephone and email inquiries; connect with the customer to identify purpose of contact and to verify their membership and insurance information; listen attentively and respond to customer inquiries providing accurate and complete program information educating the customer on total services available. Coordinate with clients, other departments or department management to verify eligibility for service and level of benefit available to the customer.~crlf~## Coordinate services for customers who have encountered non-medical travel emergencies (ex: assist with replacements of travel documents like passports, arranging for repatriation of body remains, lost luggage etc.) ~crlf~## Coordinate concierge services in accordance with customer's service benefit, booking arrangements as requested.~crlf~## Initiate cases for customers experiencing medical emergencies while traveling away from home.~crlf~## Collaborate with and assist supporting all parties to ensure the customer receives the highest level of service during time of need.~crlf~## Manage incoming faxes or emails to the Assistance Department following a defined procedure.~crlf~## Respond to claims inquiries from customers (members, clients or providers).~crlf~## Provide back-up support to the case management process as required to meet overall demand. ~crlf~## Escalate customer concerns/issues to Sr. Assistance Coordinator and/or Team Leader for resolution if all other means of satisfying the customer have been exhausted.~crlf~## Stay up-to-date on procedural changes in order to communicate accurate information to customers.~crlf~## Provide phone and assistance support to other service centers as necessary to meet business needs.~crlf~## Provide language support for International travelers both written and oral (may require fluency in a second language.)~crlf~## May require overnight or weekend duties during local weather emergencies as necessary to meet business needs.~crlf~## May perform other duties as assigned.

  • Key Requirements/ Skills

    Minimum Requirements : ~crlf~## Bilingual ability in Spanish or French preferred.~crlf~## Associate's degree in a related field or equivalent combination of education and experience. ~crlf~## Two (2) years experience in customer service environment. ~crlf~## Two (2) years travel agent experience preferred.~crlf~## Knowledge of world geography/ International experience is required.~crlf~## Typing speed > 35wpm. ~crlf~## Experience with Sabre GDS system preferred.~crlf~Shift: 3:30pm -12:00a.m. with alternating weekends

  • Additional Information

    ## Office environment with moderate noise.~crlf~## Flexibility with schedule to meet business needs.~crlf~## Stand or Walk : <30% ~crlf~## Sit : >60%~crlf~## Talk or Hear : >60% ~crlf~## Lift : None

  • About Allianz

    Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 88 million private and corporate customers and more than 140,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.

    Allianz Worldwide Partners provides diverse expertise in automotive, international health & life, travel insurance, assistance and direct sales and is at the forefront of the Allianz B2B2C offering. United under one roof, Allianz Global Assistance, Allianz Global Automotive and Allianz Worldwide Care are specialist brands combining forces to push boundaries and create tomorrow's solutions to deliver an enhanced experience to our clients. Our 16,000 employees are based across 76 countries and combine 70 different languages and 60 nationalities, reflecting the truly diverse nature of Allianz Worldwide Partners. Our DNA is unique: we dare and care, anytime, anywhere. If this sounds like you, come and join us!

    Allianz Worldwide Partners is a fast changing company with strong growth ambitions. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us!~crlf~~crlf~As an equal opportunity employer, Allianz Worldwide Partners recognises that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply.~crlf~~crlf~More information regarding the Allianz Worldwide Partners lines of business can be found at: http://www.allianz-worldwide-partners.com/corporate/~crlf~~crlf~

Job Purpose/ Role

Answer inbound telephone calls and emails from customers inquiring about international travel, customers requiring medical or concierge assistance, or customers requiring claims, technical, or language support. Some calls will be of a crisis nature. Provide information on products and services and gather information on customer's specific needs. Coordinate a solution for the customer by involving and directing internal and external specialists. ~crlf~~crlf~Handle basic administrative tasks within the Assistance Department. Prepare customized materials for clients and/or customers as required.

Key Responsibilities

## Answer inbound telephone and email inquiries; connect with the customer to identify purpose of contact and to verify their membership and insurance information; listen attentively and respond to customer inquiries providing accurate and complete program information educating the customer on total services available. Coordinate with clients, other departments or department management to verify eligibility for service and level of benefit available to the customer.~crlf~## Coordinate services for customers who have encountered non-medical travel emergencies (ex: assist with replacements of travel documents like passports, arranging for repatriation of body remains, lost luggage etc.) ~crlf~## Coordinate concierge services in accordance with customer's service benefit, booking arrangements as requested.~crlf~## Initiate cases for customers experiencing medical emergencies while traveling away from home.~crlf~## Collaborate with and assist supporting all parties to ensure the customer receives the highest level of service during time of need.~crlf~## Manage incoming faxes or emails to the Assistance Department following a defined procedure.~crlf~## Respond to claims inquiries from customers (members, clients or providers).~crlf~## Provide back-up support to the case management process as required to meet overall demand. ~crlf~## Escalate customer concerns/issues to Sr. Assistance Coordinator and/or Team Leader for resolution if all other means of satisfying the customer have been exhausted.~crlf~## Stay up-to-date on procedural changes in order to communicate accurate information to customers.~crlf~## Provide phone and assistance support to other service centers as necessary to meet business needs.~crlf~## Provide language support for International travelers both written and oral (may require fluency in a second language.)~crlf~## May require overnight or weekend duties during local weather emergencies as necessary to meet business needs.~crlf~## May perform other duties as assigned.

Key Requirements/ Skills

Minimum Requirements : ~crlf~## Bilingual ability in Spanish or French preferred.~crlf~## Associate's degree in a related field or equivalent combination of education and experience. ~crlf~## Two (2) years experience in customer service environment. ~crlf~## Two (2) years travel agent experience preferred.~crlf~## Knowledge of world geography/ International experience is required.~crlf~## Typing speed > 35wpm. ~crlf~## Experience with Sabre GDS system preferred.~crlf~Shift: 3:30pm -12:00a.m. with alternating weekends

Additional Information

## Office environment with moderate noise.~crlf~## Flexibility with schedule to meet business needs.~crlf~## Stand or Walk : <30% ~crlf~## Sit : >60%~crlf~## Talk or Hear : >60% ~crlf~## Lift : None

About Allianz

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 88 million private and corporate customers and more than 140,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.

Allianz Worldwide Partners provides diverse expertise in automotive, international health & life, travel insurance, assistance and direct sales and is at the forefront of the Allianz B2B2C offering. United under one roof, Allianz Global Assistance, Allianz Global Automotive and Allianz Worldwide Care are specialist brands combining forces to push boundaries and create tomorrow's solutions to deliver an enhanced experience to our clients. Our 16,000 employees are based across 76 countries and combine 70 different languages and 60 nationalities, reflecting the truly diverse nature of Allianz Worldwide Partners. Our DNA is unique: we dare and care, anytime, anywhere. If this sounds like you, come and join us!

Allianz Worldwide Partners is a fast changing company with strong growth ambitions. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us!~crlf~~crlf~As an equal opportunity employer, Allianz Worldwide Partners recognises that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply.~crlf~~crlf~More information regarding the Allianz Worldwide Partners lines of business can be found at: http://www.allianz-worldwide-partners.com/corporate/~crlf~~crlf~


You have found the perfect job? It’s time to work on your application. We have some tips for you!

Ready to apply? Train your interview situation upfront through Google Assistant. The platform provides you with information about Allianz useful for your interview preparation, such as:

  • details on the application process
  • Allianz facts & figures
  • information on our corporate culture

How does it work? Let Google Assistant on your smartphone or on your Google Home device know: “Hey Google, I want to talk to Allianz Careers.”

Register/ login to our application system and you will receive a confirmation email with your login data shortly. Fill out the application form. You can upload your data via LinkedIn (or Xing). Find more information about our password rules in our FAQ.

 Please note that the system cannot process ZIP files, protected PDF formats or attachments larger than 7 MB. You can upload your files in the following formats:

  • PDF
  • MS Office formats (Word, PowerPoint, Excel)
  • Graphics Interchange Format (.gif)
  • Joint Photographic Experts Group format (.jpeg)
  • Joint Photographic Group format (.jpeg)
  • Portable Network Graphics (.png)

Find more information in our FAQ.

 

Login to our application system and check your personal start page to see the status of your application. You can release your profile so that our recruiters can find you in the system and contact you. Find more information in our FAQ.

Could not find the right job? We can help you with that. Sign up for job alerts! You will automatically receive a personalized job alert when a job that fits your experience and interests becomes available.

When you get invited for a first interview, make sure to check our website to learn more about Allianz as an employer, our culture and values and get some insights to prepare yourself for the interview.

If you experience technical problems with our application system, check our FAQ for more information . Problem still not resolved? Please send an email with your request and a full screenshot of the error message to careers@allianz.com or send us a message via WhatsApp: +491735686280.
We keep our employees motivated and appropriate compensation is an essential factor in achieving this.  
We place a strong emphasis on employee recognition through various activities.
We believe that our employees need transparent communication and feedback from their managers and peers.
Our Work Well program addresses employees health and the impact of workplace stress and aims to manage their well-being at work.
We have very agile working models that give our employees flexibility in planning and arranging their work-life balance.
We keep our employees at the heart of each decision and encourage them to be ambitious.
7 steps of the application process at Allianz.

We are Allianz' global experts in assistance, health, travel and automotive solutions.