Travel Assistance Coordinator

Overview

Zurich Cover More is seeking a Travel Assistance Coordinator 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 and unrivaled customer service help us attract and retain highly skilled teams focused on solutions for our clients around the world. If you are seeking opportunities to further your skillset, be empowered to make decisions, work with diverse teams, and be rewarded for your individual performance, look no further!

The Travel Assistance Center supports travelers who face unexpected travel emergencies around the world. We are an inbound call center focused on creative solutions to meet our customers’ needs, allowing them to leave the problem solving to us and enjoy their travels as intended. Our team responds quickly to travel-related emergencies such as lost luggage tracking, passport and visa replacements, travel rebooking, as well as pre-trip planning and concierge services.

We take pride in creatively solving unique problems and doing so efficiently to meet our customers’ needs. If you have a desire to help people, build relationships over the phone, and know that your work makes a difference, we are the team for you.

• 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.).
• Navigate multiple systems while effectively handling calls.
• Provide creative and critical thinking to offer out-of-the-box solutions where necessary.
• Document and capture content of phone calls in case management/policy systems with keen attention to detail.
• 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: 3p-11p, 4p-12a with a bi-weekly weekend requirement
• Ability to work from 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
• Familiarity with different types of travel products, booking platforms, and geographic regions
• Ability to effectively manage and prioritize tasks
• Ability to respond to high-end clientele with professionalism and clarity

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