Claims Express Manager

Zurich North America is seeking a Claims Express Manager to join our Group in North America.

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!

The Express Claims Manager will manage a team of claims claims examiners focusing on Express claims with low exposure. Key responsibilities include department alignment on work priorities, business processes and objectives in line with regulatory and operations best practices.  The primary accountability for the role include but are not limited to:

• Works closely with Assistance Vice President of Travel Claims on day-to-day operations within a specific Travel Centre of Excellence location to deliver corporate and business goals.
• Manages a team of Claims Examiners responsible for non-complex (Express) benefit adjudication under Travel policies and/or NAC programs.  Typical benefits include trip cancellation, trip delay, low value medical and baggage/personal property claims.
• Leads team of adjusters ensuring claim file quality, accuracy, and timely resolution to low complexity claims.
• Completes periodic claim reviews to assess adherence to industry and company best practices.  Identify opportunities for improvement and implement corrective action plans to drive results. 
• Provides technical guidance and oversight during the handling, investigation and settlement of claims. 
• Consistently seeks opportunities to improve customer experiences, service level adhearence, average payment and turnaround times.
• Delegates discretionary financial authority to Claim Examiners commensurate with experience and performance. 
• Personal development of Claim Examiners through appropriate training and coaching. 
• Manages compliance with governance standards and regulatory requirements.
• Customer complaint management.

Basic Qualifications:

• High school diploma or equivalent
• 1 year leadership experience or 3+ years claims handling experience, Travel claims or other Travel service area is preferred but not required

Preferred Qualifications:

• Strong technical experience within claims.
• Confident and effective communication skills both verbally and in writing with excellent call handling skills and the ability to convey by telephone a range of information
• Ability to organize and prioritize workloads effectively
• Takes ownership and follows through on agreed commitments and will take the initiative to overcome problems and implement solutions
• Proficiency in desk management, time management and dealing with difficult customers.
• Experience and Qualifications Preferred: Strategic organization management and analytical business sense Strong decision making skills Capability of working under tough pressure and timelines Effective communicator (written, verbal, training) Fully developed knowledge in Travel Claims or similar line of business (3+ years’ experience) Policy language skills enabling accurate and consistent policy wording interpretation Ability to promote and build a team atmosphere that fosters technical and service excellence.

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