GCA Customer Service Coordinator

Travel Guard meets the diverse needs of leisure and corporate travelers alike through its comprehensive portfolio of travel insurance plans and assistance services as well as a network of experienced providers. With global service centers placed strategically around the globe, our 24/7 multilingual team is always just a phone call away and ready to assist when our customers experience travel issues – from lost luggage or minor travel inconveniences to medical emergencies or life-threatening events. We help customers recover from travel disruptions and enjoy their journeys knowing Travel Guard has their back every step of the way.

If you’re interested in becoming part of this exciting and growing team, we would love to hear from you!

Zurich North America is seeking a  GCA Customer Service Coordinator to join our Group in North American, Houston, TX.

The Global Corporate Assistance (GCA) Customer Service Coordinator is the front-line of customer support in coordinating risk mitigation activities that ensure Zurichs clients are in the best hands while traveling abroad. You are the heart of the operation and will work with Zurich Travel's Medical and Security teams, Travel Desk, and a Leadership team from a wide array of associated career fields, such as Risk Management, Medical, Military, NGO's and Federal agencies.

As a coordinator at Zurich you are the one the clients turn to in times of need. You act with speed, composure, compassion, and knowledge to solve problems and the work you do every day is the heart of Zurich business.

The GCA Customer Service Coordinator is responsible for:

• Provides telephone support and emergency evacuation services in response to client requests

• Uses appropriate resources to provide referrals to clients according to their requests

• Coordinates the management of each client’s travel emergencies, flight cancellations, flight delays, trip interruptions and cancellations, baggage delays and similar events in general travel assistance

• Monitors the status of patients and regularly reports the situation to the family and / or fellow travelers of the insured

• Makes arrangements for medical evacuation by working with the Provider Network Group (PNG) and the Medical Case Management (MCM) team

• Documents the entire management of each case

• Provides telephone and document translation services through applicable providers

• Sends and receives faxes and e-mails, calls via telephone, and supports inbound/outbound SMS communications

• Makes assessments and files claims on behalf of the client

• Works with and supports the Provider Network Group by adding and evaluating both new service and existing service providers

Basic Qualifications:

• English required

• Experience in customer service or dealing directly with customers such as, Airline, Inside/Outside Sales, and Financial Services industries

• Excellent telephone communication skills and computer skills

• Excellent verbal and written use of the language

• Excellent critical thinking skills

• Attention to detail, time management and sense of urgency

• Requires basic skills to analyze costs and opt for services

• Must have a strong orientation to problem solving and a strong ability to find solutions in situations where there is no precedent

• Ability to work under pressure and multitask

• Shifts are not rotating; however, flexibility is expected as this is a 24/7/365 operation

Preferred Qualifications:

• Although NOT required, Fluent (Read, Write, Speak) Spanish, German, French, Persian, and/or Farsi is preferred

• Contact/Call Center experience is preferred, but not exclusive

• Health care experience is preferred, but not exclusive

You are joining us at a pivotal time in our business. With the recent acquisition of AIG’s global personal travel insurance business, Travel Guard, we have become a leading travel insurance and assistance provider globally, serving over 20 million customers annually and maintaining long-term relationships with more than 200 distribution partners.

We’re for travelers and for traveling, but we want to offer much more beyond travel insurance and assistance – we want to ‘cover more’.

Zurich Cover More recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet