Allianz is looking for an RSA Coordinator (Operator of Assistance Workplaces) to join our team. In this role, you will answer emergency calls from clients of our business partners, handle these situations, initiate coordination of assistance interventions, verify insurance policy warranties, and open assistance files. You will work within defined procedures and authorities to provide critical assistance and information services.
What You'll Do
- Answer phone calls from clients of business partners calling in distress across various areas of assistance and information services.
- Handle calls, initiate coordination of the assistance intervention, verify insurance policy warranties, and open an assistance case file.
- Record the content of all phone calls and the entire process of securing activities in the relevant software application according to internal procedures.
- Search for suitable logistical resources and organize individual steps for effective client assistance within the scope of defined powers.
- Record necessary information about the client, other persons, and the event related to the assistance case.
- Record and transmit information to other colleagues of the assistance center in a prescribed written format.
- Work cooperatively with other assistance center workers to ensure a standard and smooth resolution of assistance cases.
- Respect instructions and orders from shift supervisors, department heads, and, for medical assistance, the regulating physician.
- Alert your direct superior to any facts that prevent you from performing your duties.
- Alert the shift supervisor or department head to facts that may affect a client's entitlement to service, required management time, or cost.
- Fulfill all assigned tasks related to managing an assistance case and the operation of the assistance center within your regulated powers.
- Communicate with service providers.
- Act on behalf of Mondial Assistance – BU Prague when performing activities and cooperating with external entities.
- Submit proposals for improving the functioning of assistance based on your experience.
- Participate in regular training for operators and contribute to training new coordinators.
- Perform specific tasks when assigned by a shift supervisor or other superior.
Team & Environment
The RSA Coordinator is subordinate to the Head of the Technical Assistance Department.
