GCA Customer Service Coordinator

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GCA Customer Service Coordinator with Zurich North America is based in Houston, TX. Travel Guard meets the diverse needs of leisure and corporate travelers alike through its comprehensive portfolio of travel insurance plans and assistance services, supported by a network of experienced providers. Our global service centers and 24/7 multilingual team are available to assist customers with travel issues—from lost luggage or other inconveniences to medical emergencies or life-threatening events.

We help customers recover from travel disruptions and support their journeys.

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

The Global Corporate Assistance (GCA) Customer Service Coordinator is the front line of customer support in coordinating risk mitigation activities to ensure Zurich’s clients are in good 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 allied fields, such as Risk Management, Medical, Military, NGO’s and Federal agencies.

As a coordinator, you are the person the clients turn to in times of need. You act with speed, composure, compassion, and knowledge to solve problems; the work you do daily is the heart of Zurich’s business.

• 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, makes 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

• English required
• Experience in customer service or dealing directly with customers in industries such as Airline, Inside/Outside Sales, and Financial Services
• 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
• Ability to analyze costs and opt for services with basic analytical skills
• Strong problem-solving orientation and ability to find solutions 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

• Fluent (Read, Write, Speak) Spanish, German, French, Persian, and/or Farsi is preferred (not required)
• 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, Zurich has 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, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status.

EOE disability/vet

Nearest Major Market: Houston

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