Assistance Coordinator

Job description

Assistance Coordinator - Travel & Medical Assistance Brisbane, QLD | Global Organisation | Permanent Full-Time (38 Hours Per Week) Be the Calm in Someone's Crisis When travellers face unexpected medical emergencies, disruptions, or challenging situations away from home, they need a trusted partner to help them navigate what comes next. At Allianz Partners , we're looking for customer-focused, digitally savvy and adaptable Assistance Coordinators to join our high-performing Brisbane team. This is a unique opportunity to combine customer service excellence, problem-solving skills, and case coordination expertise in a role that genuinely makes a difference to people's lives. Why Allianz Partners? As a global leader in travel insurance and assistance services, we are committed to creating a workplace where innovation, continuous learning, and customer obsession drive everything we do. What's in it for You? Permanent full-time opportunity (38 hours per week) Global career pathways and development opportunities Comprehensive training and onboarding program Supportive and inclusive team culture Wellbeing and Work Well initiatives Access to learning programs that build future-ready capabilities Opportunity to work in a digitally evolving, customer-centric environment Modern Brisbane CBD location About the Role As an Assistance Coordinator, you'll be the first point of contact for customers requiring travel and medical assistance across the globe. You'll manage inbound and outbound communications, coordinate early-stage medical cases, liaise with healthcare providers, and ensure critical information is accurately captured and actioned. Working within a fast-paced 24/7 operation, you'll balance empathy with efficiency while delivering exceptional customer outcomes. Key Responsibilities Customer Assistance & Case Triage Manage inbound and outbound calls from customers, hospitals, medical providers and key stakeholders Assess and triage cases based on urgency and complexity Gather and validate policy, travel and medical information Escalate time-critical or complex cases appropriately Deliver a seamless and empathetic customer experience Case Coordination Create and manage cases from first notification through to handover Maintain accurate case documentation and records Coordinate task allocation across operational teams Conduct follow-up communications with customers and providers Ensure efficient workflow management and case progression Medical Correspondence & Administration Monitor and action medical inboxes and email correspondence Process medical reports and provider updates Prioritise activities based on service levels and customer needs Maintain high-quality documentation standards Compliance & Operational Excellence Adhere to regulatory and compliance requirements Support continuous improvement initiatives Maintain data accuracy and quality standards Contribute to a culture of accountability, collaboration and operational excellence About You You'll thrive in this role if you're resilient, detail-oriented and passionate about helping people. We Would Love to Hear From You If You Have: Experience in customer service, contact centre, assistance, insurance, healthcare or emergency services environments Exceptional communication and relationship-building skills Strong problem-solving and critical-thinking capability Ability to remain calm and make decisions under pressure Excellent organisational skills and attention to detail Confidence navigating multiple systems simultaneously Strong written communication and administrative capabilities Highly Regarded Travel insurance, health insurance or medical assistance experience Case management experience Understanding of insurance policies and customer claims processes Experience working in KPI-driven environments Knowledge of regulatory and compliance frameworks Future-Ready Skills We Value As Allianz Partners continues to evolve through technology-enabled service delivery, we welcome candidates who demonstrate: Learning agility and adaptability Digital fluency and technology confidence Data-informed decision making Continuous improvement mindset Process optimisation thinking Customer-centric innovation AI readiness and willingness to embrace emerging technologies Collaborative problem solving Curiosity and growth mindset Roster Requirements This position operates within our global 24/7 Assistance Centre and requires flexibility to work across a rotating roster. Permanent full-time position working 38 hours per week Rotating 7-day roster covering Monday through Sunday Shifts will include a mix of days, evenings, overnight shifts, weekends and public holidays Rosters are released one month in advance , providing visibility and allowing you to plan ahead Participation in shift handovers, team meetings and ongoing training sessions is required Flexibility and reliability are essential in supporting customers around the clock Please note: Applicants must be available to work across a 24/7 roster, including nights, evenings, weekends and public holidays. Join a Team That Makes a Difference Every day, our Assistance Coordinators help customers navigate medical events, travel disruptions and unexpected emergencies. If you're looking for a meaningful career where you can make a genuine impact while building future-focused capabilities with a global organisation, we'd love to hear from you. Apply now and become part of a team delivering world-class assistance, innovation and care, anytime, anywhere. 101262 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 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 matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Great to have you on board . Let's care for tomorrow.