Travel Support Coordinator (Emergency & Claims)

Zurich Insurance Group; Houston (TX); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Regular annual and personal leave

Volunteer leave

Paid parental leave

401(k) with employer matching

Job summary

Zurich Cover-More (Travel Guard) is seeking a customer-focused specialist to provide frontline support for cruise guests and travellers. You will coordinate risk mitigation, medical and travel operations, and assist in emergency evacuation and referrals, across multiple channels.

The role requires English fluency, strong customer service, and the ability to multitask in a fast-paced setting. Hybrid work with in-office and remote days is offered.

Qualifications

• English fluency with excellent telephone, verbal, and written communication.
• Customer service experience.
• Strong computer proficiency; able to multi-task across systems and channels.
• Ability to multitask in a fast-paced environment and perform under pressure.
• Strong problem-solving orientation, including handling novel scenarios.

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.
• 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

Computer proficiency

Multitasking

Problem solving

Job description

Zurich Cover-More (Travel Guard) is seeking a customer-focused specialist to provide frontline support for cruise guests and travellers. You will coordinate risk mitigation, medical and travel operations, and assist in emergency evacuation and referrals, across multiple channels.

The role requires English fluency, strong customer service, and the ability to multitask in a fast-paced setting. Hybrid work with in-office and remote days is offered.