Assistance Coordinator (Day and Nightshift)

AXA Group; Chicago (IL); Hybrid; USD 30,307 - 35,817; Full time

Benefits offered by this job

Salary information (hourly)

Performance bonus

Leave: 20 days + 5

Insurance: Medical/Dental/Vision/Life

HSA/FSA/HRA + Employer contribution

401(k) with employer match

Parental leave

Education reimbursement

Hybrid work (3 days in office)

Night shift remote after training

Job summary

AXA Partners US is seeking a dynamic contact centre professional to support members during their most critical moments. You will handle inbound calls and emails, review information across multiple systems, and document interactions accurately to aid case and claim management.

This role offers two shifts with hybrid work (3 days in the office per week) and a night shift remote option after training. The benefits package includes medical, dental, vision, life insurance, a 401(k) match, and

Qualifications

• 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.

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

Critical thinking

Proactive attitude

Geography & cultural awareness

Education

Associate's 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