TPA Service Specialist TravelGuard

Zurich North America; Addison (TX); Hybrid; USD 60,000 - 98,000; Full time

Job summary

Zurich North America is seeking a Claims Operations Manager to oversee third party administrator relationships and ensure compliant, high-quality claim handling across our Travel Guard partners. This role requires collaboration with internal and external stakeholders, driving improvements in service levels and cost efficiency.

You will report into North American Claims and work in a hybrid model with in-person collaboration at Addison, TX, Maitland, FL, Schaumburg, IL, or Parsippany, NJ while

Qualifications

• Bachelor’s Degree and 5+ years in Insurance operations.
• High School Diploma with 7+ years in Insurance operations.
• Experience in insurance industry operations and systems.
• Experience with Microsoft Office.
• Travel claims experience.
• Strong verbal and written communication skills.

Responsibilities

• Manages resolution of service issues between customers, brokers, business units and support service areas.
• Drives the due diligence, technical guidance and contract development on new Third Party Administrators.
• Ensures Business Unit Third Party Administrators policies and practices are aligned with the Global Claims Policy and tracks and manages audit improvement actions assigned.
• Manages Third Party Administrators performance issues.
• Drives continuous improvement in customer experience and cost savings.
• Manages Third Party Administrators audit and oversight processes and procedures in partnership with Business Unit Claims function.
• Partners with the Business Unit to provide corporate governance, assistance and control and mitigate regulatory matter
• Provides required support to Business Unit Claims operation to ensure compliance with Third Party Administrators policy and processes.

Skills

Verbal communication

Written communication

Cross-functional collaboration

Education

Bachelor's degree in a related field

High School Diploma or equivalent

Tools

Microsoft Office

Job description

Zurich North America Claims we acknowledge that work life-balance and flexibility are a priority when it comes to choosing your next career move. Designed with our employees' needs in mind, the ZNA Claims hybrid work model emphasizes flexibility, allowing claims employees to conduct individual work in their preferred location, while facilitating in-person connections and collaborative activities when meaningful and valuable. While the model provides a high level of flexibility and autonomy, occasional circumstances requiring in-office attendance should be expected. The candidate selected for this opportunity should be able to report into one of the following North American Claims offices: Addison, TX; Maitland, FL; Schaumburg, IL; or Parsippany NJ. We will consider other locations for the right person.

In this role you will be responsible for collaborating with our Zurich CoverMore (Travel Guard/ Travelex) partners regarding the oversight of the TPAs that adjudicate claims on travel policies. Additional involvement with assistance providers for review/approvals on in-flight cases where a traveler needs medical assistance/medical evacuation/etc. This role will involve auditing TPA’s claim handling and ensuring service level agreements are met. They will be responsible for reviewing claims above the TPA’s authority and providing approval as well as reviewing appeals and regulatory complaints. Collaborating with our partners at TravelGuard will be a critical responsibility.

In this role you will be responsible for:

• Manages resolution of service issues between customers, brokers, business units and support service areas.
• Drives the due diligence, technical guidance and contract development on new Third Party Administrators.
• Ensures Business Unit Third Party Administrators policies and practices are aligned with the Global Claims Policy and tracks and manages audit improvement actions assigned.
• Manages Third Party Administrators performance issues.
• Drives continuous improvement in customer experience and cost savings.
• Manages Third Party Administrators audit and oversight processes and procedures in partnership with Business Unit Claims function.
• Partners with the Business Unit to provide corporate governance, assistance and control and mitigate regulatory matter
• Provides required support to Business Unit Claims operation to ensure compliance with Third Party Administrators policy and processes.

Basic Qualifications:

• Bachelor’s Degree and 5 or more years of experience in the Operations area within the Insurance industry OR
• High School Diploma or Equivalent and 7 or more years of experience in the Operations area within the Insurance industry AND
• Experience in insurance industry operations and systems
• Experience with Microsoft Office

Preferred Qualifications:

• Travel claims experience
• Strong verbal and written communication skills

Your pay at Zurich is based on your role, location, skills, and experience. We follow local laws to ensure fair compensation. You may also be eligible for bonuses and merit increases. The pay range shown is a national average and may vary by location. The proposed Salary range for this position is $59,900.00 - 98,200.00, with short-term incentive bonus eligibility set at 10%.

We offer competitive pay and comprehensive benefits for employees and their families. [Learn more about Total Rewards here.].

Why Zurich?

At Zurich, we value your ideas and experience. We offer growth, inclusion, and a supportive environment—so you can help shape the future of insurance. Zurich North America is a leader in risk management, with over 150 years of expertise and coverage across 25+ industries, including 90% of the Fortune 500®.

Join us for a brighter future—for yourself and our customers.

Zurich in North America does not discriminate based on race, ethnicity, color, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. Equal Opportunity Employer disability/vets.

Zurich complies with 18 U.S. Code

• 1033.

Location(s): AM - Parsippany, AM - Schaumburg, AM - Addison, AM - Maitland

Remote Working: Hybrid

Schedule: Full Time

Employment Sponsorship Offered: No