Case Manager - Travel Assistance; Spanish Speaker

Description

Where will your career take you next? Lets find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travelers worldwide, making sure we’re there every step of their journey with proactive care, personalized cover and specialist support. Zurich Cover-More partners with many of the world’s best‑known brands, including major airlines, travel giants, top banks, credit card providers, and large retailers to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi‑line insurers. Our family of customer‑facing brands includes trusted names such as Travel Guard, Cover‑More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long‑awaited holiday, a last‑minute business trip, or an unexpected detour, we deliver in the moments that matter.

This role is part of World Travel Protection, our global medical and security assistance business supporting many of Zurich Cover‑More’s travel insurance brands. We support both corporate and leisure travelers helping them avoid risks before they escalates and connecting them with the right experts when emergencies arise. With deep expertise in global travel risk management, we’re trusted by travelers, corporate risk managers, and organizations worldwide to prepare for potential threats and respond when it matters most.

Operating 24/7 from our global assistance centres, we are always ready to answer the call wherever it comes from.

The start date for this role is 5th May 2026.

• Providing after‑care and logistical problem‑solving support to customers when something goes wrong during their travels.
• Taking calls from travelers in emergency situations (lost baggage, medical emergency, etc.) and helping solve their problems.
• Ensuring a great experience for the traveler, family member, or provider on every call.
• Using critical thinking and problem‑solving skills to provide tailored advice for real‑world problems.
• Offering emotional support and reassurance to travelers in distress, maintaining a calm and empathetic demeanor throughout each call and case.
• Co‑ordinating with our team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist, or allied health professional for medical and/or security emergencies.
• Facilitating the payment and guarantee of facility/provider bills.
• Explaining services offered and ensuring travelers understand how we can support them.

• Great interpersonal skills and a genuine desire to help people and save lives.
• Resilience, empathy, and strong critical thinking; ready to learn and adapt.
• Excellent problem‑solving and decision‑making skills, following processes for quick and accurate assistance.
• Ability to thrive in a fast‑paced, dynamic environment and openness to change.
• Strong conflict resolution skills to help customers in stressful situations.
• Availability to work four 10‑hour shifts per week across a 7‑day rotating roster between 7 am – 10 pm.
• Proficiency in French, Dutch, German, Italian, Portuguese, or Spanish is desired but not essential.
• Passion for helping others and a willingness to contribute to a culture of caring.

We value optimism, caring, togetherness, reliability, results‑orientation, and forward‑thinking.

With more than 3,000 employees worldwide, we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travelers at every step of their journey.

Job Flexibility. We understand the importance of work‑life balance and offer a hybrid approach: 3 days in the office and 2 days working from home after initial training.

Career Growth. We support our…