Customer Assistance Specialist

Zurich Insurance; Houston (TX); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Shift differential

Hybrid schedule

Parental leave

Job summary

Zurich Insurance’s Travel Guard team is seeking a Customer Assistance Specialist to support American Express cardholders with worldwide travel emergencies. This fast-paced, client-focused role emphasizes problem solving, creative thinking, and delivering exceptional service within a global organization.

You’ll handle calls, assist with pre-trip planning, document interactions, and uphold privacy and compliance standards.

Qualifications

• A high school diploma or equivalent
• 1-2 years of customer service experience
• Excellent written and verbal communications skills
• Critical and creative thinking to provide solutions for cardholders
• 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 6pm-4am with rotating weekends (4 day x 10 hour shifts)
• Shift differential of $3/hour from 5pm-7am weeknights and all day on Saturday/Sunday and an additional $3/hour Saturdays and Sundays 7pm-7am

Responsibilities

• Provide a positive experience with American Express cardholders managing inbound and outbound calls
• Assist cardholders with pre-trip planning and during travel aid
• Remain knowledgeable of Travel Guard assistance and service options, including legal, financial, and travel assistance
• Utilize creative and critical thinking to provide out-of-the-box solutions
• Effectively multi-task navigating multiple systems while providing exceptional customer service with cardholders
• Accurately document interactions with cardholders in our case management system
• Maintain privacy, compliance and performance standards of Travel Guard and American Express

Job description

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Customer Assistance Specialist

137642

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 be the lifeline for American Express Cardholders navigating unexpected travel emergencies across the world. In this fast-paced, people-focused role, you’ll solve real problems, think creatively, and make a meaningful impact every day – all while building valuable customer service in a supportive, global organization.

• Provide a positive experience with American Express cardholders managing inbound and outbound calls
• Assist cardholders with pre-trip planning and during travel aide
• Remain knowledgeable of Travel Guard assistance and service options, including legal, financial, and travel assistance
• Utilize creative and critical thinking skills to provide out-of-the-box solutions
• Effectively multi-task navigating multiple systems while providing exceptional customer service with cardholders
• Accurately document interactions with cardholders in our case management system
• Maintain privacy, compliance and performance standards of Travel Guard and American Express

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 communications skills
• Critical and creative thinking skills to think outside of the box to provide solutions for cardholders
• 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 6pm-4am with rotating weekends (4 day x 10 hour shifts)
• Position includes a shift differential of $3/hour from 5pm-7am weeknights and all day on Saturday/Sunday and additional $3/hour Saturdays and Sundays between the hours of 7pm-7am

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.

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 travellers 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.