Customer Care Representative

Zurich Insurance Group • Houston, TX

7d • Hybrid

About The Position

This role is part of the Travel Guard team, a travel insurance brand serving leisure and business travelers worldwide. The Customer Care Representative helps American Express card members understand and navigate their travel and cell phone insurance benefits. The role involves building expertise in insurance products, using multiple service tools, and creating positive customer experiences throughout the claims process. Travel Guard is part of Zurich Cover-More, which became the global travel brand of Zurich Insurance Group in December 2024.

Requirements

• High school diploma or equivalent.
• 1–2 years of customer service experience.
• Excellent written and verbal communication skills.
• Exceptional attention to detail and accuracy when gathering and entering information.
• Ability to manage and prioritize tasks effectively while responding to high-end clientele with professionalism and clarity.
• Ability to work a second-shift schedule.

Responsibilities

• Provide a positive customer service experience over the phone while navigating claims situations.
• Maintain knowledge of insurance products and describe benefits to American Express card members.
• Assist card members in beginning the process toward reimbursement for their claims.
• Multitask between phone calls, emails, and multiple computer systems.
• Document and capture phone-call content appropriately in case management and policy systems.

Benefits

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

What This Job Offers

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