Assistance Coordinator (Day and Nightshift)

AXA; Chicago (IL); Hybrid; USD 32,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company match

Education reimbursement

Paid time off

Job summary

AXA Partners US in Chicago seeks a dynamic contact centre agent to support members during critical moments. You’ll handle inbound calls and emails, review information across systems, and provide empathetic, solution-focused assistance.

This role offers a hybrid work arrangement with three days in the office and night shift remote after training. Benefits include 20 days annual leave, 8 holidays, comprehensive health coverage, a 401(k) match, and education reimbursement.

Qualifications

• Associate’s degree or equivalent, or six months to one year of related experience.
• Excellent communication and empathy in high-stress situations.
• Ability to multitask and manage high call volumes.

Responsibilities

• Handle inbound calls and emails from members requiring medical and non-medical assistance across multiple systems.
• Provide attentive, empathetic support to members in high-stress situations.
• Document all interactions accurately in case and claim management systems, including follow-up actions and service fees.
• Collaborate with internal teams and external clients to resolve issues related to coverage, authorization, and care coordination.
• Interpret insurance benefits and assist with medical evacuations, repatriations, and coordination of complex transportation services.
• Participate in ongoing training, coaching sessions, and quality reviews to maintain high service standards.
• Manage a high volume of calls efficiently while complying with SLAs.

Skills

Customer service

Empathy

Communication

Multitasking

Problem solving

Geography knowledge

Education

Associate degree or equivalent

Job description

Make a real difference every day in a dynamic contact centre role where you’ll support customers during their most critical moments.

What you’ll be doing:

• Handle inbound calls and emails from members requiring medical and non-medical assistance while reviewing information across multiple systems.
• Provide attentive, empathetic support to members in high-stress situations, demonstrating strong communication and problem-solving skills.
• Document all interactions accurately in case and claim management systems, including follow-up actions and service fees.
• Collaborate with internal teams and external clients to resolve issues related to coverage, authorization, and care coordination.
• Interpret insurance benefits and assist members with medical evacuations, repatriations, and coordination of complex transportation services.
• Participate in ongoing training, coaching sessions, and quality reviews to maintain high service standards.
• Manage a high volume of calls efficiently, balancing workload while maintaining professionalism and compliance with SLAs.

What you’ll bring:

• An associate’s degree or equivalent, or at least six months to one year of related experience.
• Strong communication skills, both written and verbal, with a professional and positive demeanor.
• Ability to manage stress effectively and multitask in a fast-paced, high-pressure environment.
• Basic knowledge of geography, cultures, and languages to enhance member interactions.
• Critical thinking and problem-solving skills to assist members with complex situations.
• A proactive attitude with enthusiasm for delivering excellent customer service.

What we offer:

At AXA Partners US, we’re appreciative of the people who work for us, and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Salary: $23.52 USD Hourly
• Monthly Performance based discretionary Bonus
• 20 days Annual Leave (rising to 25 days based on length of service)
• 8 Paid Company Holidays
• Medical, Dental, Vision and Life Insurance
• HSA, FSA and HRA available + Employer Contribution
• 401(k) Pension Plan & Employer match
• Paid Parental Leave
• Education Reimbursement
• Two different shifts to choose (Hybrid Work - 3 days in the office per week). Night shift remote after training period.
• click here; https://www.careers.axapartners.com/global/en/us-benefits