Customer Service Representative - Bilingual English/japanese

Embark on a Journey That Makes a Difference

At Generali Global Assistance (GGA), every day is an opportunity to help people explore the world with confidence. We're not just in the business of protection—we're in the business of adventure and peace of mind. Whether it's a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, we're there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience.

Our teams value curiosity and collaboration while priding ourselves on fostering a welcoming and inclusive atmosphere for our employees. Elevate your journey through our internal programs, including:

• Diversity, Equity, and Inclusion (DEI) Committee
• Career pathing and Individual Development Plans
• Internal training and intern opportunities
• Women in Business Mentorship Program
• Employee awards and recognition
• Education and Professional Development Assistance Program

Passport to Perks Includes:

• Generous Employer contribution for health, dental, and vision insurance
• Paid Maternity and Paternity Leave
• Scholarship Program for Employee Dependents
• Company match on 401k
• Employee Assistance Program (EAP)
• Company paid short-term and long-term disability insurance
• Company paid life insurance
• Voluntary Pet Insurance
• Voluntary Legal Benefit
• Discounts on travel insurance
• Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO)

Your Role on the Expedition:

As a representative of the Operations Department Travel team, he/she handles cases close to the customer quickly and accurately. In response to problems faced by Japanese nationals overseas, such as accidents, illness/injury, disasters, terrorism, etc., provide optimal services promptly via telephone in coordination with our offices in each country and local medical institutions, etc. In addition, provide the same services to foreigners visiting Japan.

Chart Your Course:

• Handle outpatient cases (initial and re-consultation arrangements, etc.) alone and lead conversations while proceeding.
• Handle hospitalization arrangements for patients, anticipating and avoiding possible problems before they occur.
• Handle patient transportation (return) arrangements alone, while accurately understanding the situation and obtaining necessary information.
• Handle motor cases (arranging ambulance, providing location information in case of theft, etc.) and proceed according to the flow.
• Review invoices we received to make sure all necessary information were obtained. Adjudicate the contents, report medical information to our clients in order to determine coverage. Inform insureds the amount of invoices, if necessary, in order to request claim form to submit on time.
• Review reimbursement claims documents to match with providers claims contents, report all information to our client's reimbursement request amount is legitimate. If it's not legitimate, get authorization from our clients for rejection, and send out denial letter to insureds.

Your Ticket to Success:

• High School Diploma or Equivalent (GED) required
• Basic business knowledge (travel insurance policy conditions, service details and flow chart)
• Fluent oral and written Japanese and English language skills
• Ability to understand the situation and feelings of the other party and respond accordingly
• Accuracy (ability to respond accurately in accordance with the flow and keep accurate records in the case management system)

Position Coordinates:

This role can work remotely within the states listed below. Please note, we may only consider candidates who physically reside in one of these states:

CA, CO, CT, DC, FL, GA, IL, MD, NC, VA

Time for Take-off:

While there is some flexibility in the hours, this position will be Monday-Friday during regular business hours (approximately 8:00am-5:00pm). Occasional overtime may be required according to business need.

One team. Every destination.

Generali Global Assistance is proudly part of the Europ Assistance Group and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• CSA: US travel insurance brand for retail, tour operator, cruise and lodging partners.
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions.
• Iris, Powered by Generali: identity and digital protection solution.

Explore new horizons – apply today!

Don't meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

California Residents - Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here:

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company's Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.