Hybrid Travel Support Specialist

Zurich 56 Company Ltd; Houston (TX); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work arrangement (3 days in the

3 days in the office 2 days from home

Annual and personal leave

Volunteer leave

Parental leave scheme

Health plan

401(k) with employer matching

Job summary

Zurich Cover-More is seeking a frontline Care/Assistance specialist to support Aon's CareFree cruise guests and other travellers, coordinating medical, security, and travel operations. You will provide telephone support, referrals, and timely assistance.

You will manage disruptions, document case handling, and collaborate with the Provider Network Group to onboard/evaluate service providers. Hybrid work model offered.

Qualifications

• English fluency with excellent telephone, verbal, and written communication.
• Customer service experience (e.g., airline industry, inside/outside sales, or similar).
• Strong computer proficiency; able to multi-task across systems and channels.
• Ability to multitask in a fast-paced environment and perform under pressure.
• Basic cost analysis skills to help guide service options.
• Strong problem-solving orientation, including handling novel scenarios.
• Bilingual Spanish, or multilingual Spanish & Portuguese.
• Healthcare experience or familiarity with medical terminology.

Responsibilities

• Provide telephone support and coordinate emergency evacuation and general assistance requests.
• Use approved resources to provide accurate referrals (e.g., medical, logistics, travel).
• Coordinate responses to travel disruptions: flight cancellations/delays, trip interruptions/cancellations, baggage delays.
• Monitor patient status and share updates with family members/travelling companions.
• Arrange medical evacuations with the Provider Network Group (PNG) and Medical Case Management (MCM).
• Document end-to-end case handling thoroughly and accurately.
• Support telephone and document translation through authorized providers.
• Manage inbound/outbound communications (phone, email, fax, SMS).
• Initiate assessments and file claims on behalf of clients where appropriate.
• Collaborate with and support the Provider Network Group on onboarding/evaluating service providers.

Skills

English fluency

Customer service

Multitask across systems

Cost analysis

Problem solving

Bilingual Spanish

Healthcare knowledge

Job description

Zurich Cover-More is seeking a frontline Care/Assistance specialist to support Aon's CareFree cruise guests and other travellers, coordinating medical, security, and travel operations. You will provide telephone support, referrals, and timely assistance.

You will manage disruptions, document case handling, and collaborate with the Provider Network Group to onboard/evaluate service providers. Hybrid work model offered.