CFA Customer Service Coordinator

Zurich Insurance Group•Houston, TX

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. Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

Requirements

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.

Nice To Haves

Bilingual Spanish, or multilingual Spanish & Portuguese.
Contact center experience.
Healthcare experience or familiarity with medical terminology.

Responsibilities

Serve as the front line of support for Aon’s CareFree cruise guests and other travellers, coordinating risk mitigation and timely assistance through our medical, security, and travel operations.
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.