Emergency Assistance Case Managers

Summary about this job

Detail information about job Emergency Assistance Case Managers. Terms and conditions vacancy

World Nomads Group is a company that is transforming the way people think about travel insurance. We believe travel is exciting and inspiring, but more than that, it can open minds and change lives. We are in the business of travel insurance, but we pride ourselves on being very unconventional. We are passionate about helping our customers get the most out of their travel experiences and enabling people to travel and explore the world with confidence. We are a subsidiary of nib, one of Australia's fastest growing health insurers, and a leading online travel insurance business. At World Nomads Group, we take customer satisfaction and resolution very seriously as this is key in allowing us to continuously improve our ability to help our customers get the best out of their travels.

Due to continual growth and expansion we are currently looking for multiple Emergency Assistance Case Managers to join the team on a 9 month contract. As Emergency Assistance Case Managers you will act as the first point of contact for our customers who need assistance whilst they are travelling.  

This unique and rewarding role will see you work on a roster that supports our global travellers, you will work 3 X 12 hours shifts that rotates through a 24/7 roster.  You will be responsible for determining customer needs and co-ordinating the appropriate support.  In your capacity as a case coordinator, you will instil customer confidence and ensure a positive customer experience.

Responsibilities

• Be the first point of contact for our travelling customers at times of distress and maintain effective Customers Relations.
• Organise logistical arrangements efficiently and in a way that meets the needs of our customers and manage case follow-up to ensure customer satisfaction.
• Develop and implement new processes and policies to improve levels of service.
• Liaise with global providers to obtain medical reports and negotiate medical expenses and cost containment.
• Effectively manage an allocated case load and ensure operational efficiency.
• Communicate with other team members to ensure a smooth coordination of cases across shifts and team members
• Promote a customer centric culture within the team and set high standards of service

Skills and Experience:

• Minimum of 2 years’ experience in a call centre or a customer service environment
• Excellent customer service skills with a passion for exceeding expectations
• Experience in handling highly emotive situations in a calm and professional manner
• Ability to work to tight deadlines and be accountable
• Strong organisational skills and ability to prioritise under pressure
• Demonstrated  understanding of efficient case management to minimise costs
• Excellent communication skills (written and verbal)
• High attention to detail

Why you should pack your bags and come work with us!

Not only extensive training, and a rewarding career, World Nomad Group also offer excellent employee benefits such as

• Free travel Insurance
• Discounted health insurance with nib
• Discounts with travel partners
• Health and Wellness programs
• Career opportunities

To Apply

If this role sounds like you, apply by submitting your resume and a cover letter telling us a little more about you.