Customer Care Representative

Zurich Cover-More; Houston (TX); Hybrid; USD 36.000 - 54.000; Vollzeit

Zusammenfassung

Travel Guard is seeking a responsive Customer Service Advocate in Houston to assist American Express card members with travel insurance benefits and claims.

In a hybrid role, you will develop expertise in our insurance products, use multiple tools, and create memorable customer experiences from start to finish, while maintaining accuracy and professionalism in every interaction.

Qualifikationen

• 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 manage and prioritize tasks while responding to high-end clientele with professionalism and clarity.
• Work 2nd shift schedule.

Aufgaben

• Provide a positive customer service experience over the phone while navigating claims situations.
• Maintain knowledge of insurance products and describe benefits to card members.
• Assist card members in starting the reimbursement process for their claims.
• Multitask between calls, emails, and multiple computer systems.
• Document and capture content of phone calls in case management and policy systems.

Kenntnisse

Customer service

Active listening

Verbal communication

Written communication

Multitasking

2nd shift

Ausbildung

High School Diploma

Tools

CRM systems

Jobbeschreibung

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 will be the trusted guide who helps American Express card members navigate their travel and cell phone insurance benefits with confidence and care. In this fast‑paced, relationship‑focused role, you’ll grow expertise in a variety of insurance products, master multiple service tools, and create memorable customer experiences from start to finish.

• Provide a positive customer service experience over the phone while navigating claims situations
• Maintain knowledge of insurance products and describe benefits to American Express card members
• Assist card members in beginning their process towards reimbursement in their claims
• Multitask between handling phone calls, emails, and using multiple computer systems
• Appropriately document and capture content of phone calls in the case management and policy systems

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 2nd shift schedule

Why you’ll love working with us!

• We value optimism, caring, togetherness, results‑orientation, and forward‑thinking.

We have more than 3,000 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

• 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.