Customer Assistance Specialist

Zurich Insurance Group • Houston, TX

12d • Hybrid

About The Position

The Customer Assistance Specialist is part of the Travel Guard team and supports American Express Cardholders facing unexpected travel emergencies around the world. This fast-paced, customer-focused role provides assistance before and during travel, resolves problems, and helps cardholders access Travel Guard’s available services. The position involves inbound and outbound calls, navigating multiple systems, and accurately documenting interactions while meeting privacy, compliance, and performance standards. The role follows a 5 a.m.–3 p.m. schedule with rotating weekends and holidays. Shift differentials apply to specified evening, overnight, and weekend hours.

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.
• Exceptional attention to detail and accuracy when gathering and entering information.
• Ability to manage and prioritize tasks while communicating professionally and clearly with high-end clientele.
• Ability to work 5 a.m.–3 p.m. with rotating weekends and holidays.

Responsibilities

• Provide a positive experience for American Express Cardholders through inbound and outbound calls.
• Assist cardholders with pre-trip planning and during-travel needs.
• 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 managing customer-service interactions.
• Accurately document cardholder interactions in the case management system.
• Maintain Travel Guard and American Express privacy, compliance, and performance standards.

Benefits

• Regular annual and personal leave benefits.
• Volunteer leave.
• Paid parental leave.
• Competitive high-deductible health plan.
• Employee assistance program (EAP).
• Access to health and well-being activities.
• 401(k) program with employer matching.
• Hybrid work arrangement: 3 days in the office and 2 days working from home.
• Comprehensive onboarding, continuous professional development, and a supportive work environment.

What This Job Offers

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