Assistance Coordinator (Day and Nightshift)

AXA Partners; Chicago (IL); Hybrid; USD 31,684 - 38,572; Full time

Benefits offered by this job

Performance bonus

Annual Leave

Company holidays

Medical Insurance

HSA/FSA/HRA

401(k) match

Parental leave

Education reimbursement

Hybrid work model

Remote night shift

Job summary

AXA Partners US is seeking a dynamic contact centre professional to support customers during critical moments. You will handle inbound calls and emails, review information across systems, and provide empathetic, solution-oriented assistance in high-stress situations.

Responsibilities include documenting interactions, coordinating with internal teams, and guiding members through benefits and complex transportation arrangements.

Qualifications

• Associate’s degree or equivalent, or 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.
• Proactive attitude with enthusiasm for delivering excellent customer service.

Responsibilities

• 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.

Skills

Strong communication

Stress management

Multitasking

Problem solving

Empathy

Education

Associate degree or equivalent

Tools

Case management systems

CRM systems

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.

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics.