Job Description

CFA Customer Service Coordinator

Where will your career take you next? Let's 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 think 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 like 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.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travelers worldwide. Established in 1982, we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What you'll be doing:

• Serve as the front line of support for Aon's CareFree cruise guests and other travelers, coordinating risk mitigation and timely assistance through our medical, security, and travel operations.
• Provide telephone support and coordinate emergency evacuation and general assistance requests.
• Use approved resources to provide accurate referrals (e.g., medical, logistics, travel).
• Coordinate responses to travel disruptions: flight cancellations/delays, trip interruptions/cancellations, baggage delays.
• Monitor patient status and share updates with family members/traveling companions.
• Arrange medical evacuations with the Provider Network Group (PNG) and Medical Case Management (MCM).
• Document end-to-end case handling thoroughly and accurately.
• Support telephone and document translation through authorized providers.
• Manage inbound/outbound communications (phone, email, fax, SMS).
• Initiate assessments and file claims on behalf of clients where appropriate.
• Collaborate with and support the Provider Network Group on onboarding/evaluating service providers.

What skills and experience you'll bring on this journey:

• Essential English fluency with excellent telephone, verbal, and written communication.
• Customer service experience (e.g., airline industry, inside/outside sales, or similar).
• Strong computer proficiency; able to multi-task across systems and channels.
• Ability to multitask in a fast-paced environment and perform under pressure.
• Basic cost analysis skills to help guide service options.
• Strong problem-solving orientation, including handling novel scenarios.
• Desired Bilingual Spanish, or multilingual Spanish & Portuguese.
• Contact center experience.
• Healthcare experience or familiarity with medical terminology.

Why you'll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking. We have more than 3000 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 making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We're committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.

Investing in your health and your future. We offer a competitive high-deductible health plan, EAP programs and access to health and well-being activities along with 401(k) program with employer matching to help you plan for your future.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you because that's exactly who we're looking for.

Apply today and let's go to great places together!

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