Customer Assistance Specialist

Zurich Insurance Group•Houston, TX

2d•Hybrid

About The Position

This role is part of the Travel Guard team, a travel insurance brand providing travel insurance solutions and global assistance services. The Customer Assistance Specialist supports American Express Cardholders experiencing unexpected travel emergencies around the world. The role involves managing inbound and outbound calls, helping cardholders with pre-trip planning and assistance during travel, and providing information about Travel Guard services. Specialists use multiple systems, document customer interactions, and maintain privacy, compliance, and performance standards while delivering professional, attentive customer service.

Requirements

High school diploma or equivalent.
1–2 years of customer service experience.
Excellent written and verbal communication skills.
Critical and creative thinking skills to develop solutions for cardholders.
Exceptional attention to detail and accuracy when gathering and entering information.
Ability to manage and prioritize tasks while responding professionally and clearly to high-end clientele.
Ability to work 9 p.m.–5 a.m. Monday through Friday, with rotating weekends.

Responsibilities

Provide a positive experience for American Express Cardholders through inbound and outbound calls.
Assist cardholders with pre-trip planning and during-travel assistance.
Maintain knowledge of Travel Guard assistance and service options, including legal, financial, and travel assistance.
Use creative and critical thinking to develop solutions for cardholders.
Navigate multiple systems while multitasking and providing customer service.
Accurately document cardholder interactions in the case management system.
Maintain Travel Guard and American Express privacy, compliance, and performance standards.

Benefits

Hybrid work arrangement: three days in the office and two days working from home.
Comprehensive onboarding and continuous professional development.
Annual and personal leave.
Volunteer leave.
Paid parental leave.
Competitive high-deductible health plan.
Employee assistance programs.
Access to health and well-being activities.
401(k) program with employer matching.
Shift differential of $3 per hour from 5 p.m.–7 a.m. on weeknights and all day Saturday and Sunday, plus an additional $3 per hour on Saturdays and Sundays from 7 p.m.–7 a.m.