Salary Range: $52,500.00 To $58,500.00 Annually Who we are Xodus Travel Services Inc. was established with a clear mission: to tackle and resolve the limitations within the Canadian travel insurance industry that became glaringly apparent during and in the aftermath of the global pandemic. Recognizing the unprecedented challenges faced by travelers and the insurance sector alike, Xodus is committed to revolutionizing the landscape of travel insurance, ensuring Canadians have access to comprehensive and responsive coverage in an ever-evolving world. Be a part of the solution. About the role The Case Coordinator is a lifeline for Canadian travelers experiencing emergencies abroad. You will support our claimants through the onset of their medical emergency until they can safely travel home or continue their trip. Case Coordinators are critical thinkers, action-oriented and able to navigate complex situations with the support of their team. You are passionate about delivering reliable, empathetic assistance to our policyholders abroad within the limits of their travel insurance coverage. Note: this role will require various shifts, including afternoons, weekends, and holidays. What you'll do Become a master of omni-channel communication, effortlessly switching between chat, email, phone, and emerging digital platforms to meet our customers where they are Provide support and reassurance to travelers in distress, maintaining a calm and empathetic demeanor throughout each call and case Collaborate with other medically trained team members to identify risks, solve complex problems and create an appropriate case strategy and plan of execution. Effectively interact with a variety of health care systems and service providers globally Coordinate payment to claimants and health care providers/hospitals utilizing various payment channels Coordinate with medical transport companies to arrange the safe transfer of patients home Resolve any concerns or complaints with a professional demeanor by leveraging product and service knowledge. Continuously expand your expertise in travel trends, insurance products, and digital technologies The skills you bring Diploma or Bachelor’s Degree Knowledge of travel insurance, claims management, and/or customer service is preferred Contact Centre Experience is an asset Knowledge of medical terminology or health care administration is an asset Proficiency in a second language (French/Spanish) is an asset What’s in it for you Competitive salary, health, and dental benefits. Flexible work hours. 3 weeks vacation to start. Paid sick time. Career learning and development support. A supportive and collaborative work environment. What’s important to us Looking around corners: We want people who can anticipate challenges and opportunities, act with a sense of urgency, and take ownership of their work and outcomes. Creative problem solving: We want people who can think outside the box, generate novel ideas, and find effective solutions to complex and dynamic problems. Understand and exceed client and consumer expectations: We want people who can listen to and empathize with our clients and consumers, deliver high-quality products and services, and seek continuous feedback and improvement. Be a team player: We want people who can collaborate and communicate well with others, respect diversity and inclusion, and contribute to a positive and supportive work environment. Xodus Travel Services Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at talent@xodus.ca . Our Talent Acquisition team reviews all applications and a hiring manager always makes the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.