Customer Assistance Coordinator, Travel

Zurich Insurance Company Ltd.; Stevens Point (WI); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid work model

Annual and personal leave

Volunteer leave

Parental leave scheme

Health plan

401(k) employer matching

Job summary

Zurich Cover-More, Travel Guard team, is seeking a Customer Assistance Coordinator to provide real-time support to travelers during disruptions. You will manage calls, coordinate travel solutions, and ensure a seamless, reassuring experience from contact to resolution.

The role requires strong customer service experience, excellent communication, and the ability to multitask across systems and case management tools.

Qualifications

• High school diploma or equivalent is required.
• 2+ years of providing exceptional customer service.
• Excellent written and verbal communication skills.
• Effective problem-solving skills.
• Proficient in MS Office programs while effectively multi-tasking.
• Ability to work either 7am - 3pm or 3pm - 11pm, Mon-Fri with rotating weekends.

Responsibilities

• Handle inbound calls from policyholders regarding travel-related emergencies (lost luggage tracking, passport/visa replacement, travel rebooking, and pre-trip planning).
• Deliver real-time support and creative solutions during disruptions while maintaining high standards of care.
• Create a positive customer experience over the phone using knowledge of Zurich Cover-More's products and services.
• Document policyholder interactions while communicating over the phone.

Skills

Customer service experience

Written & verbal communication

Problem solving

MS Office proficiency

Multitasking

Education

High school diploma or equivalent

Tools

MS Office

Job description

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Customer Assistance Coordinator, Travel

136787

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, 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.

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 will serve as a trusted resource for travelers, delivering real-time support and creative solutions during unexpected travel disruptions while ensuring every interaction reflects a high standard of care and professionalism. You will multitask across calls, systems, and case management tools to quickly assess needs, coordinate travel solutions, and provide a seamless, reassuring experience from the first point of contact through resolution.

Handle inbound calls from policyholders regarding their travel related emergencies, including lost luggage tracking, passport and visa replacement, travel rebooking, and pre-trip planning and concierge services.

Create a positive customer experience over the phone while using knowledge of products and services offered by our assistance team.

Utilize critical thinking and creative thinking to provide out-of-the-box solutions for policyholders.

Effectively multi-task by documenting policyholder interactions while communicating over the phone.

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

• High school diploma or equivalent
• 2+ years of providing exceptional customer service
• Excellent written and verbal communication skills
• Effective problem-solving skills
• Proficient in MS Office programs while effectively multi-tasking
• Ability to work either 7am - 3pm or 3pm - 11pm, Mon-Fri with rotating weekends

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 travellers, 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.