Assistance Coordinator II

Job description

We are seeking a compassionate and enthusiastic Travel Assistance Coordinator who thrives in a fast-paced environment and is committed to delivering exceptional support to our valued customers. You will answer inbound telephone calls and emails from customers inquiring about international travel, needing medical or concierge assistance, or seeking claims, technical, or language support. Come work for a company that recognizes our strength lies in the people we hire.

What you will do:

• Handle inbound calls and emails, verify membership and insurance details, and provide accurate information about services. Assist with eligibility checks and resolve customer issues—often complex and sometimes crisis-related.
• Manage non-medical travel issues, including document replacement and repatriation.
• Coordinate concierge services and book arrangements based on customer benefits.
• Initiate and manage cases for medical-related situations that arise during travel.
• Address claims inquiries from members, clients, or providers.
• Support case management and escalate unresolved issues to senior staff.
• Offer phone and assistance support to other service centers as needed.
• Provide language support for international travelers (fluency in a second language is a plus).
• Be available for overnight or weekend duties during weather-related events if required.
• Collaborate with all parties to deliver high-quality service.
• Contribute to a 24/7 support environment—we are actively recruiting for multiple shifts.
• Utilize AI tools (such as ChatGPT or similar) to improve workflows, solve problems more efficiently, and enhance team productivity.

What you will bring:

• Associate degree in a related field, or an equivalent combination of education and experience.
• Two (2) years of experience in a high-volume customer service environment.
• Two (2) years of insurance, medical, and/or travel agent experience preferred.
• Strong work ethic, self-motivation, and the ability to excel in a fast-paced environment.
• Excellent conflict-resolution skills and the ability to remain calm, compassionate, and effective when callers may be in crisis.
• Knowledge of world geography; international travel experience is a plus.
• Fluency in English language is a must.
• Use strong typing skills (35+ WPM) and comfort with technology, including Microsoft Word, Excel, Outlook, and Teams. Experience with PeopleSoft and Sabre is helpful but not required.

What we offer:

• For the first 3 months: base monthly salary of $13,711 MXN (before taxes) + Food coupons of $1,400 MXN + Monthly productivity bonus of $2,134 MXN + Annual Bonus of $25,611 MXN + Law benefits.
• On site work for training (first 3 months).
• Remote work after training.
• After the first 3 months: base monthly salary of $15,048 (before taxes) + Food coupons of $1,400 MXN + Monthly productivity bonus of $2,342 MXN + Annual Bonus of $28,107 MXN + Law benefits + Medical Insurance + Major Medical Expenses Insurance.
• Work schedules (subject to change according to availability): Mid-shift, Evening and Overnight.
• 2 rotative days off a week (rotation requires working a weekend shift every 2 weeks).

• Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
• We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged.
• Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

At Allianz we use some AI-assisted technology as part of our recruitment process to help match candidates to roles based on skills, experience, job title, and location. AI supports our recruiters by enhancing the efficiency and accuracy of candidate assessments and job recommendations, while all applications are reviewed by our recruitment team and final hiring decisions are made by humans.

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.

Our products are embedded seamlessly into our partners’ businesses or sold directly to customers and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.

87453 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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 matters, and nurtures a culture grounded in integrity, fairness, inclusion and trust.