AMEX Claims Team Leader

Zurich Insurance Group • Stevens Point, WI

1d • Hybrid

About The Position

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

Requirements

• 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 the ability to think creatively 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

• Provide guidance, operational support, and quality oversight for a high-performing team supporting American Express Claims Intake operations.
• Assist Management with quality control and daily operations while providing feedback, support, and technical expertise to staff—ensuring high-quality service delivery to our customers and clients.
• Monitor team performance to ensure service levels, quality expectations, and customer experience standards are met.
• Perform frontline tasks when needed to stay current on department processes and support operational flow.
• Resolve escalated issues, urgent requests, and sensitive or high-profile cases.
• Train, guide, and coach staff on products, accounts, processes, systems, and best‑practice customer service.
• Conduct quality reviews and assist management with employee evaluations and corrective action as needed.
• Help delegate daily work assignments and verify task accuracy and completion.
• Drive a culture of innovation, continuous improvement, and customer‑first thinking.
• Deliver exceptional support to internal and external customers in line with SLAs and regulatory obligations.
• Use customer insights to guide operational improvements and business initiatives.
• Assist in preparing performance reports (productivity, quality, error ratios, attendance) and identify trends to improve morale and efficiency.
• Collaborate effectively across teams to support operational success and service excellence.

Benefits

• Job flexibility. Our hybrid approach ensures you can maintain work-life balance with 3 days in the office and 2 days at home.
• Career growth. With our global expansion, we’re deeply committed to professional development, continuous learning, and opportunities to grow.
• Take the time you need. We offer generous leave benefits, volunteer time, and comprehensive paid parental leave.
• Investing in your health and future. Enjoy a competitive high‑deductible health plan, EAP programs, wellness initiatives, and a 401(k) with employer match.
• Diversity and inclusion. We welcome you to bring your whole self to work—exactly as you are.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED