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Travel Insurance Customer Support Specialist
3 months ago
Overview:
An exceptional opportunity exists within our expanding travel insurance organization for a Customer Service Advisor in the Medical Assistance division.
About Us:
AIG Travel operates on a global scale, providing travel insurance solutions and assistance services that millions of travelers rely on to navigate unexpected challenges during their journeys.
Role Summary:
As a Medical Assistance Coordinator, you will serve as the initial point of contact for clients seeking medical support while traveling. This role is ideal for individuals eager to make a meaningful impact on customers during critical moments.
Key Responsibilities:
- Engage with clients and corporate partners via phone and email, often in sensitive situations.
- Offer practical solutions and guidance to clients who may be experiencing distress.
- Collaborate with our in-house medical team to facilitate medical assistance and emergency travel services.
- Provide support regarding policy coverage, monitor patient status, and manage travel emergencies.
- Deliver pre-travel advice, coordinate medical appointments or hospitalizations abroad, and arrange air ambulance services.
- Ensure accurate documentation of all case handling in our systems.
- Proactively manage escalated calls and resolve complaints effectively.
- Work towards achieving targets and key performance indicators (KPIs).
Qualifications:
While prior experience in a contact center or insurance field is advantageous, comprehensive training will be provided. Candidates should be resilient, motivated, and eager to learn, possessing the following skills:
- Fluency in Italian and English.
- Strong written and verbal communication skills, demonstrating empathy and patience.
- Experience in customer service.
- Ability to prioritize tasks and manage workload effectively.
- Basic computer proficiency, including Outlook and data entry, with attention to detail.
- Capability to handle challenging conversations and resolve issues.
What We Offer:
- Extensive training and ongoing professional development.
- Competitive salary with bonus opportunities.
- 25 days of annual leave plus public holidays.
- Two paid volunteering days each year.
- Optional private health insurance, including access to virtual GP services.
- Life insurance and income protection benefits.
- Comprehensive pension scheme.
- Cycle-to-work program.
- Employee discounts and cashback options with numerous retailers.
Our Commitment:
AIG values its employees as its greatest asset, offering a Total Rewards Program that emphasizes health, well-being, and financial security, alongside professional growth opportunities.
Culture of Inclusion:
We are dedicated to fostering a culture that respects and celebrates diverse talents and backgrounds. Our initiatives promote inclusion and belonging through flexible work arrangements and various employee resource groups.
AIG is an equal opportunity employer, committed to providing reasonable accommodations for applicants and employees with disabilities.
