Hybrid Claims Team Leader – Customer Care & Quality

Zurich Cover-More; Stevens Point (WI); On-site; USD 60,000 - 80,000; Full time

Job summary

Zurich Cover-More Travel Guard seeks a customer service leadership professional to guide a high-performing claims intake team in the United States. You will provide guidance, quality oversight, and indirect leadership for 10–15 frontline staff while collaborating across disciplines to ensure service excellence.

This role emphasizes quality, process improvement, and strong communication, with a focus on delivering compliant, customer-first support and meeting SLAs across operations.

Qualifications

• High School Diploma or equivalent.
• Previous customer service experience and leadership exposure preferred.
• Advanced customer service skills with strong attention to detail.
• Excellent written and verbal communication abilities.
• Strong problem-solving skills with creative thinking under pressure.
• Basic leadership, training, and coaching capabilities.
• Ability to organize and prioritize work for yourself and others.
• Proficient PC skills and comfort navigating multiple systems.

Responsibilities

• Assist management with quality control and daily operations while guiding staff.
• Monitor team performance to meet SLAs and standards.
• Perform frontline tasks to stay current on processes.
• Resolve escalated issues and high-profile cases.
• Train and coach staff on products, accounts, processes, and systems.
• Conduct quality reviews and assist with evaluations.
• Delegate daily work assignments and verify completion.
• Drive culture of innovation and customer-first thinking.
• Deliver support to internal and external customers per SLAs and regs.
• Use customer insights to guide improvements and initiatives.
• Prepare performance reports and identify trends.
• Collaborate across teams to support success.

Skills

Customer service leadership

Quality control

Communication skills

Problem-solving

Organizational skills

PC skills

Education

High School Diploma or equivalent

Tools

CRM software

MS Office

Job description

Zurich Cover-More Travel Guard seeks a customer service leadership professional to guide a high-performing claims intake team in the United States. You will provide guidance, quality oversight, and indirect leadership for 10–15 frontline staff while collaborating across disciplines to ensure service excellence.

This role emphasizes quality, process improvement, and strong communication, with a focus on delivering compliant, customer-first support and meeting SLAs across operations.