Customer Assistance Coordinator

Zurich Insurance Company Ltd. • Stevens Point, WI

11d • 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 travelers 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 travelers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

Our Medical Assistance Coordinators play a critical role in supporting travelers when they experience medical issues away from home. Whether it’s coordinating care, arranging prescriptions, or supporting medical travel, you’ll help ensure people get the right assistance at the right time. This is a fast-paced, people-focused role where calm communication, attention to detail, and empathy really matter. You’ll be trained to manage real-world medical assistance scenarios while working closely with medical professionals and global service partners.

Requirements

• High School Diploma or equivalent.
• Experience in customer service, call-centre, healthcare coordination, travel assistance, or another client-facing role.
• Strong verbal communication skills, with the ability to explain information clearly and compassionately.
• The ability to remain calm, empathetic, and professional when supporting people in distress.
• Strong organisational skills and attention to detail, with confidence documenting information accurately and thoroughly.
• The ability to multitask, prioritise competing demands, and follow established processes.
• Good problem-solving skills and the confidence to think through unfamiliar situations.
• A positive, flexible attitude and willingness to learn in a fast-paced environment.
• Ability to work 10pm-8am shift with rotating weekends.

Nice To Haves

• Medical terminology, healthcare exposure, or multilingual skills (highly regarded, but not required).

Responsibilities

• Take inbound calls from clients experiencing medical situations while traveling, ranging from minor concerns to urgent medical needs
• Provide calm, clear guidance and emotional reassurance to clients and their families during stressful and unfamiliar circumstances
• Coordinate medical services including doctor and facility referrals, prescription replacements, and medically related travel arrangements
• Liaise with medical professionals, hospitals, clinics, and global assistance partners to ensure appropriate care is arranged
• Apply critical thinking and sound judgement to assess situations and identify appropriate next steps within policy and operational guidelines
• Manage multiple cases at once, prioritising effectively in a dynamic, fast-paced environment
• Accurately document case details, decisions, and client interactions in case management and policy systems
• Contribute to a consistently positive, professional and empathetic experience for every client, even in high-pressure situations

Benefits

• Shift differential of $3/hour from 5pm-7am weeknights and all day on Saturday/Sunday and additional $3/hour Saturdays and Sundays between the hours of 7pm-7am
• Hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.
• Comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.
• Regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.
• Competitive high-deductible health plan, EAP programs and access to health and well-being activities along with 401(k) program with employer matching.

What This Job Offers

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