Senior Assistance Coordinator

Location Healix New Zealand, Unit 3, Building D, 63 Apollo Drive, Rosedale, Auckland, New Zealand. About the Role We’re growing our APAC Medical Assistance team and looking for a Senior Assistance Coordinator to join us in Auckland, New Zealand. Reporting to the Operations Manager – Medical Assistance, you’ll play a key role in delivering calm, confident, and customer‑focused support to travellers who need help when it matters most. You’ll bring together problem‑solving, empathy, and quick thinking to coordinate medical and travel assistance solutions. What you’ll be doing Provide first‑line support, coaching and guidance to the team. Deputise for the Manager and act as shift lead when required. Handle calls promptly, professionally, and with genuine care for the customer. Create clear, accurate case files, capture key information and manage administration through to case closure. Guide customers through the claims process with confidence and empathy. Confirm claimant eligibility and ensure information is captured accurately. Keep clients, claims handlers and underwriters informed where applicable. Maintain accurate reserves, costs and case information. Work with third parties to gather information and keep cases moving. Communicate regularly with all parties and monitor each case to support smooth progression. Allocate written correspondence to case files and elevate urgent or important matters to senior colleagues. Liaise with medical experts on complex cases and escalations. You’ll Thrive In This Role If You Have at least 24 months’ experience in an Assistance Coordinator or similar role. Communicate clearly, warmly and confidently, both in writing and over the phone. Have strong geographical knowledge and enjoy solving logistical puzzles. Bring experience in travel insurance, assistance services or a similar customer‑focused environment. Bring positive energy, curiosity and a can‑do mindset to every shift. Stay calm, organised and focused when things get busy. Build strong, trusted relationships with teammates, managers, clients and partners. Show empathy and responsiveness when supporting people in challenging situations. Required Criteria Excellent written and verbal communication skills. Teamwork. Good geographical knowledge. Availability for early, middle and late shifts, Monday to Sunday, including Bank Holidays. English language, both verbal and written, to a native standard. Desired Criteria Additional foreign languages. Experience working within the travel insurance business. Additional Details Closing Date: Friday 7th August, 2026 Contract Type: Fulltime Salary: Based on Experience #J-18808-Ljbffr