{"id":3259525,"url":"https://alion.io/job/allianz-assistance-coordinator-2","title":"Assistance Coordinator","company":{"id":1757325,"name":"Allianz","domain":"allianz.com","url":"https://alion.io/company/allianz-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"A","score":100,"open_postings":140,"ghost_share":0,"stale_share":0,"repost_share":0.05,"time_to_fill_p50_days":13,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brisbane, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":88000,"period":"year","method":"role_country_seniority_unknown","sample_n":145},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T02:10:21Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-29T00:52:43Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Assistance Coordinator - Travel & Medical Assistance\nBrisbane, QLD | Global Organisation | Permanent Full-Time (38 Hours Per Week)\nBe the Calm in Someone's Crisis\nWhen travellers face unexpected medical emergencies, disruptions, or challenging situations away from home, they need a trusted partner to help them navigate what comes next.\nAt 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.\nWhy Allianz Partners?\nAs 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.\nWhat's in it for You?\nPermanent full-time opportunity (38 hours per week)\nGlobal career pathways and development opportunities\nComprehensive training and onboarding program\nSupportive and inclusive team culture\nWellbeing and Work Well initiatives\nAccess to learning programs that build future-ready capabilities\nOpportunity to work in a digitally evolving, customer-centric environment\nModern Brisbane CBD location\nAbout the Role\nAs an Assistance Coordinator, you'll be the first point of contact for customers requiring travel and medical assistance across the globe.\nYou'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.\nKey Responsibilities\nCustomer Assistance & Case Triage\nManage inbound and outbound calls from customers, hospitals, medical providers and key stakeholders\nAssess and triage cases based on urgency and complexity\nGather and validate policy, travel and medical information\nEscalate time-critical or complex cases appropriately\nDeliver a seamless and empathetic customer experience\nCase Coordination\nCreate and manage cases from first notification through to handover\nMaintain accurate case documentation and records\nCoordinate task allocation across operational teams\nConduct follow-up communications with customers and providers\nEnsure efficient workflow management and case progression\nMedical Correspondence & Administration\nMonitor and action medical inboxes and email correspondence\nProcess medical reports and provider updates\nPrioritise activities based on service levels and customer needs\nMaintain high-quality documentation standards\nCompliance & Operational Excellence\nAdhere to regulatory and compliance requirements\nSupport continuous improvement initiatives\nMaintain data accuracy and quality standards\nContribute to a culture of accountability, collaboration and operational excellence\nAbout You\nYou'll thrive in this role if you're resilient, detail-oriented and passionate about helping people.\nWe Would Love to Hear From You If You Have:\nExperience in customer service, contact centre, assistance, insurance, healthcare or emergency services environments\nExceptional communication and relationship-building skills\nStrong problem-solving and critical-thinking capability\nAbility to remain calm and make decisions under pressure\nExcellent organisational skills and attention to detail\nConfidence navigating multiple systems simultaneously\nStrong written communication and administrative capabilities\nHighly Regarded\nTravel insurance, health insurance or medical assistance experience\nCase management experience\nUnderstanding of insurance policies and customer claims processes\nExperience working in KPI-driven environments\nKnowledge of regulatory and compliance frameworks\nFuture-Ready Skills We Value\nAs Allianz Partners continues to evolve through technology-enabled service delivery, we welcome candidates who demonstrate:\nLearning agility and adaptability\nDigital fluency and technology confidence\nData-informed decision making\nContinuous improvement mindset\nProcess optimisation thinking\nCustomer-centric innovation\nAI readiness and willingness to embrace emerging technologies\nCollaborative problem solving\nCuriosity and growth mindset\nRoster Requirements\nThis position operates within our global 24/7 Assistance Centre and requires flexibility to work across a rotating roster.\nPermanent full-time position working 38 hours per week\nRotating 7-day roster covering Monday through Sunday\nShifts will include a mix of days, evenings, overnight shifts, weekends and public holidays\nRosters are released one month in advance, providing visibility and allowing you to plan ahead\nParticipation in shift handovers, team meetings and ongoing training sessions is required\nFlexibility and reliability are essential in supporting customers around the clock\nPlease note: Applicants must be available to work across a 24/7 roster, including nights, evenings, weekends and public holidays.\nJoin a Team That Makes a Difference\nEvery 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.\nApply now and become part of a team delivering world-class assistance, innovation and care, anytime, anywhere.\n101262 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent\n 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.\nAt 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.\nWe 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.\nGreat to have you on board. 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