**Position: Account Coordinator.** **Monthly Salary: (Based on Experience)** **Contract Type: Direct Hire. Indefinite Term Contract** **Location: Medellín, Colombia. Fully Presential** **Schedule: Monday to Friday, 8:00am to 5:00 pm** **Description**: The objective of the Account Coordinator is to provide first level telephone service and comprehensive support related to the different lines of business and products offered by VUMI and its affiliates. This role serves as a liaison between internal teams and agents to ensure the timely and successful delivery of the service, providing administrative support to improve the experience. The account coordinator will collaborate closely with the team of Account Managers, Sales and Operations to achieve a high percentage of resolution of general business queries to the first contact. **Responsibilities**: - Answer telephone calls in accordance with the guidelines. - Attend mailboxes and other communication channels to keep queries up to date. - Provide personalized service in a professional and cordial manner. - Answer questions within established response times and address any concerns raised by agents with accurate and appropriate information. - Ability to solve problems and complaints to provide useful solutions. - Keep up-to-date on products, tools, policies and day-to-day operational processes to provide support and offer assistance to agents. - Serve as the first point of contact for case analysis and agent support. - Gather information and start the review to transfer complex situations or cases that deserve to be escalated for further analysis. - Keep updated records of call handling, incident reports and complaints for performance metrics and quality control. -Assist in the characteristics and management of plans and status of cases. -Interdepartmental collaboration to identify areas for improvement and opportunity. - Manage payments, quotes, issue letters and follow up. - Comply with the department's quality, performance and metrics standards. **Skills**: - Bilingual, high level of proficiency in English and Spanish. Portuguese is an additional. - Experience in the health insurance industry. - Experience in handling telephone calls. - Excellent oral and written communication skills, assertive and well articulated. - Ability for teamwork and collaboration. - Strong interpersonal skills and attention to detail. - Skilled with Microsoft Office programs, such as Word, Excel, PowerPoint, etc. **Education / Vocational Training**: - Associate's degree or higher from an accredited institution, preferably in the area of business, marketing or related fields. At ttg, **_“We believe in making a difference One Person at a Time,”_** ttg OPT