On behalf of our client, an Operational Travel Assistance Firm in Malta, GRS Recruitment are seeking a French speaking Assistance Co-ordinator. The Assistance Co-ordinator is responsible for organising and delivering assistance services to policyholders in line with service standards. Specific focus is on achieving positive outcomes whereby a policyholder is medically able to continue his/her trip or repatriated to his/her home country. The role requires liaison with suppliers (internal and external) and other interested parties, as well as the formulation of action plans that can be followed to achieve the desired outcomes. If you meet the criteria, please apply for this Malta based role.

MAIN DUTIES AND RESPONSIBILITIES

Determining and planning the logistical tasks that must be completed in line with the clinical plans communicated by the medical team
Capture all relevant case information and accurately enter details on the case management system, ensuring that cases are managed appropriately and according to process
Build a detailed understanding of provider networks throughout the world
Arrange medical services (e.g. hospitalisation, Dr appointment etc, agreeing financial terms as necessary)
Ensure that all logistical aspects of repatriation cases are managed appropriately (e.g. commercial flight bookings, air ambulances, ground transportation, hotel bookings, fitness to fly confirmation etc.)
Work with suppliers and agents of all types (contracted and non-contracted) in order to ensure that the required services are provided cost-effectively
Management of services required on deceased cases (repatriation, burial or cremation)
Co-ordinate assistance services with internal teams (Customer Contact, Medical Panel, Provider Teams) and ensure that they are fully updated at all times
Ensure that costs are accurately estimated
Understand policy terms and conditions of different insurance contracts, and to flag potential breaches of policy terms and conditions to the Coverage Assessment Team
Ensure that necessary guarantees of payment are issued to providers
Be responsive and empathetic to the needs of the policyholder
Referring cases outside own level of authority upwards following the correct escalation process
Completing administrative duties e.g. managing internal inboxes
Review and maintain knowledge levels for the role and to keep up-to-date with operational changes.
Ensure that all regulatory guidelines are adhered to, for example PCI, and any other applicable legislation
Adhere to the Company’s procedure in accordance with the FCA guidelines and TCF (treating customers fairly)
To be compliant with the Data Protection Act 1998
Support Managers to manage the key risks within your department
Ensure that you conduct your role in accordance with AFC policy (to act honestly and with integrity) and to report any suspected incidents of fraud and corruption
Adhere to all Company Policies and Procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations
Undertake any other duty or responsibility that may reasonably be allocated by your Manager/Company’s Senior Management Team

CANDIDATE PROFILE

Have a flair for customer centricity
Excellent written and verbal communication skills
Fluency in French & English both written and verbal
Have an inquisitive mind and good judgement
Good planning and organisation skills in order to meet timescales
Have an inquisitive mind and good judgement
Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
Structured people who enjoy helping people always offering excellent service
Good computer literacy
Enjoying being part of a team and good team player
Previous experience in customer services
Previous Assistance, Claims experience, preferably for an Insurance Company, would be advantageous
A good understanding of FCA regulations and TCF (treating customers fairly)
Able to work on a shift basis: 06:00 - 14:00, 14:00 - 22:00 and 22:00 - 06:00

Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.

To apply for this position, please email your CV to Michelle Cooper, quoting the above job reference.

French speaking Assistance Co-ordinator

Job Description