Claims Call Center Representative

Zurich Insurance Company Ltd.; Houston (TX); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid work schedule (3 days in office

2 days remote

Annual and personal leave, volunteer,

Job summary

Zurich Travel Guard is seeking a Claims Call Center Representative to support American Express cardholders with travel and cell phone insurance claims. You will deliver a compassionate customer experience over the phone and guide customers through initial claim steps.

You will work in a hybrid environment, with 3 days in the office and 2 days remote, and handle multiple systems while maintaining accuracy and empathy across inquiries.

Qualifications

• 1-2 years of customer service experience.
• Excellent written and verbal communication.
• Able to gather and enter information accurately and efficiently.

Responsibilities

• Deliver a positive and supportive customer experience over the phone while helping cardholders navigate claim situations.
• Become knowledgeable about travel and cell phone insurance products and explain benefits and coverage.
• Guide cardholders through the first steps of the claims process and explain what’s needed to pursue reimbursement.
• Balance calls, emails, and multiple computer systems in a fast-paced environment.
• Accurately document conversations and important claim details within case management and policy systems.

Skills

Customer service

Communication skills

Attention to detail

Multitasking

Empathy

Education

High school diploma or equivalent

Job description

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Claims Call Center Representative

137812

Where will your career take you next? Let’s find out together.

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 centres 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:

In this role, you’ll support American Express cardholdersas they navigate their travel and cell phone insurance benefits, helping make the claims experience clear, supportive, and straightforward.

You’ll gain an expertise across a variety of insurance products, strengthen your customer service and problem-solving skills, and use multiple tools and systems to deliver a seamless experience from the first conversation through the next steps of a claim. Be the reassuring voice cardholders can count on when travel or unexpected situations don’t go as planned.

• - Deliver a positive and supportive customer experience over the phone while helping cardholders navigate claim situations.
• - Become knowledgeable about travel and cell phone insurance products and confidently explain available benefits and coverage.
• - Guide cardholders through the first steps of the claims process and help them understand what’s needed to pursue reimbursement.
• - Balance phone calls, emails, and multiple computer systems in a fast-paced customer service environment.
• - Accurately document conversations and important claim details within case management and policy systems.
• - Use empathy, active listening, and problem-solving skills to help customers feel informed and supported throughout their experience.

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

• - A high school diploma or equivalent - 1-2 years of customer service experience - Excellent written and verbal communication skills - Exceptional attention to detail and accuracy in gathering and entering information - Ability to effectively manage and prioritize tasks while responding to high end clientele with professionalism and clarity - Ability to work 2 nd shift schedule (11am-7pm Monday-Friday)

Why you’ll love working with us!

We value optimism, caring, togetherness, 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.

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, personalised 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.