Key Responsibilities

• Answer 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 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.)
• Coordinate concierge services in accordance with customer's service benefit, booking arrangements as requested. 
• Initiate cases for customers experiencing medical emergencies while traveling away from home.
• Collaborate with and assist supporting all parties to ensure the customer receives the highest level of service during time of need.
• Respond to claims inquiries from customers (members, clients or providers).
• 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.
• Provide language support for international travelers both written and oral (may require fluency in a second language.
• May perform other duties as assigned.