Schedule: 3 days x 13-hour shifts or 4 days shifts. Rotation, Days and Nights START DATE: JUNE 2026 LOCATION: Polanco Mexico City Purpose: The Operations Coordinator, Compass is responsible for fulfilling or coordinating all types of assistance requests originating through the beneficiaries of the business travel policies. Work in close collaboration with the medical specialists, and where required, the Intl. SOS assistance and centers, to deliver high quality service, through efficient and cost-effective case management that is aligned with the beneficiaries contracted insurance policy. Provide empathetic quality service to customers Update all cases with the appropriate documentation Be conscious of the cost effectiveness of the assistance solutions recommended and undertaken Handle cases and phone calls in an efficient manner, per the protocols and any client specific Standard Operations Procedures Accurately notifies as defined by agreed protocol and Standard Operations Procedures Acts as the first point of contact for new and existing cases and serves as the voice of Compass Maintains all cases in accordance with policies and procedures Accurately and appropriately initiates activation of Intl.SOS Assistance for evacuations, repatriations, RMR and Security Cases Activates Aspire Lifestyles for Concierge assistance cases Ensure the medical team is aware of all actions required during the shift Executes proper use of escalation protocol without fail Works with Supervisor / Operations Manager and Security staff for all security related issues Maintains confidentiality of all patients and/or client information. Required Skills and Knowledge Customer service oriented Team player Identifies and acts on potential problems and / or difficulties Demonstrates effective problem-solving skills and lateral thinking Takes initiative, demonstrates responsibility Ability to work under pressure, multi-task and prioritize in a timely and effective manner Ability to write, speak and listen effectively Required Work Experience Customer Service Work Experience Preferences: Banking, Insurance, Teaching (a second language) Required Qualifications Educated to a high school diploma or equivalent. Required Languages Excellent written and verbal English language Spanish language