Customer Solutions Specialist

Cover-More Group; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

Cover-More Group is seeking a Customer Service representative to assist travelers with protection plans for their journeys. The role is fully remote, requiring flexibility in working hours. Applicants should have customer service experience, attention to detail, and willingness to align with company values. The offered salary is $21.00 per hour, with opportunities for career growth and a supportive work environment.

Benefits

Paid time off for vacation and personal leave

401(k) with employer matching

Comprehensive paid parental leave scheme

Qualifications

• At least 2 years of customer service experience, ideally in a call-center.
• Technical skills including Microsoft Office programs.
• Ability to pass a background check and obtain insurance licenses.

Responsibilities

• Provide accurate and timely responses to inquiries regarding protection plans.
• Enroll travelers in suitable plans and assist with upgrades.
• De-escalate customer concerns and promote customer satisfaction.

Skills

Customer Service Experience

Attention to Detail

Communication

Education

High School Diploma

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Job Category: Call Centre and Customer Service

Job Description

Are you ready to grow your career in customer service?

Travelex Insurance Services is a leading travel insurance provider in the United States with over 25 years of industry expertise helping people dream, explore and travel with confidence. With varying levels of comprehensive travel insurance coverage, Travelex has a protection plan to help meet your needs and safeguard against the unexpected. Offering plans from basic – low cost and family friendly, to plans for business or luxury travel. Wherever in the world your travels take you, it is important to protect both yourself and your trip investment.

We are a part of Zurich Cover-More, however, we have separately managed business entities, so there’s room to make a real impact within the Travelex business. We can truly offer you a world of possibilities within insurance, so get ready to do your best work!

Please note: This is a fully remote position, and you will be required to attend training 5 days a week through the 90-day probationary period, 8.30am-5pm CST. Our schedule will require flexibility to work an 8-hour shift Monday through Friday 8 am – 9 pm CST.

Hourly rate for this role is $21.00 per hour.

So, what’s the job?

• You'll work with travelers and agent partners to provide accurate, timely, and courteous responses to inquiries about Travelex protection plans.
• You'll enroll travelers into suitable plans based on their travel needs and assist with plan upgrades as necessary.
• You'll explain plan benefits and exclusions clearly, tailored to each customer’s unique travel circumstances, and help resolve issues by reviewing policy enrollment history.
• You'll navigate technical resources to follow procedures and provide solutions, while promoting customer satisfaction and retention.
• You'll de-escalate customer concerns when needed and determine when to escalate issues to trained personnel for further processing.

And what are we looking for?

• You'll have insurance and travel background knowledge (preferred).
• You'll bring at least two years of customer service experience, ideally in a call-center environment.
• You’ll have technical skills, with familiarity with Microsoft Word, Excel, and Outlook.
• You'll have completed your High School Diploma (required).
• You’ll have great attention to detail, with the ability to read and interpret policy documentation.
• You'll align with Travelex's values of Optimism, Determination, Caring, Reliability, and Togetherness, and demonstrate honesty with high integrity.
• You’ll be able to pass the Travelex background check with satisfactory results, and if hired, obtain limited insurance licenses in the 50 US States.

Why choose us?

We value optimism, caring, togetherness, reliability and determination.

We have more than 2600 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travelers, at every step of their journey.

Explore the world together. Protecting travelers is the core of our business, and we want to ensure you and your family are protected by offering a net rate on policy cost when you travel.

Career growth and development. As our business continues to grow, we are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a fun and inclusive work environment that supports growth and recognizes and rewards exceptional service.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid arrangement ensures our employees maintain work-life balance with the flexibility to work both in the office and from home.

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 paid time off for vacation, sick and personal leave entitlements along with anniversary leave, volunteer leave, compassionate 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.

Apply today and let’s go great places together! #LI-Hybrid

The salary range for this role is $21.00 per hour. This is the range Travelex in good faith believes is the range of possible compensation for this role at the time of the posting. This range is only applicable for jobs to be performed Remotely in any US state. Base pay offered may vary depending on, but not limited to education, experience, skills, geographic location, travel requirements, sales or revenue-based metrics, and business needs. This range may be modified in the future. This job is also bonus eligible. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable.