Resource Pool Specialist

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Zurich Cover More is seeking a Resource Pool Specialist to join our Group in North America. Travel Guard is one of the world's leading providers of Travel Insurance globally. Our value-based approach to doing business, combined with unrivaled customer service has helped us attract and maintain highly skilled teams of employees who enjoy providing top notch customer care focused on solutions to our clients around the world.

If you are seeking opportunities to further your skillsets, be empowered to make decisions, work with diverse teams of all backgrounds, and be rewarded for your individual performance look no further!

The Resource Pool Department is a multi-functional team of cross-trained employees who assist and support the various service and assistance centers at Travel Guard. This may include selling and servicing our insurance products, supporting our claims centers, or providing travel assistance to our clients around the world. The Resource Pool Specialist is expected to understand the day-to-day customer service roles within the company acting as an in-house staffing agency, as well as maintaining knowledge to be flexible in the work done day over day to meet our ever changing demands based on world events.

If you are looking for an opportunity for continual growth and exposure, this is the position for you!

• Ability to maintain knowledge of several work streams across departments.
• Create a positive experience over the phone for all clientele requesting our services and assistance.
• Multitask work streams to effectively move work forward in all areas (call handling, email, etc.).
• Ability to navigate multiple systems while effectively handling calls.
• Creative and critical thinking to provide out-of-the-box solutions where necessary.
• Provide keen attention to detail to appropriately document and capture content of phone calls in our case management/policy systems.
• Work closely with leadership to fine tune skillsets and apply feedback to meet role expectations.

• High school diploma or equivalent
• Ability to work 2nd shift: 11a-7p, 1p-9p, or 3p-11p with a bi-weekly weekend requirement
• Ability to work in the office 2-3 shifts per week

• A record of providing outstanding customer service (1+ year preferred)
• Excellent verbal and written communication skills
• Attention to detail and accuracy in gathering and entering information into a system
• Analytical skills in reviewing and interpreting policy coverage and claim status
• Ability to effectively manage and prioritize tasks
• Ability to respond to high end clientele with professionalism and clarity

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