GCA Assistance Coordinator

Zurich Insurance Company Ltd.•Houston, TX

3d•Hybrid

About The Position

In this role you will coordinate time-critical assistance for travellers, delivering front-line support with speed, compassion, and sound judgment during unexpected events. Zurich Cover-More is one of the world’s leading travel insurance and assistance providers, protecting more than 20 million travellers worldwide. They partner with major airlines, travel giants, top banks, credit card providers, and large retailers. Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group. Their 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, they are redefining what it means to travel safely and with confidence.

Requirements

English fluency with excellent telephone, verbal, and written communication skills.
Customer-facing experience (e.g., airline, inside/outside sales, financial services, or similar).
Strong computer proficiency and ability to manage omnichannel communications.
Critical thinking, high attention to detail, and a strong sense of urgency.
Basic cost analysis skills to recommend services that balance care and efficiency.
Proven problem-solving orientation, including in situations without precedent.
Ability to multitask and perform under pressure in a fast-paced environment.

Nice To Haves

Multilingual fluency (German, French, Persian and/or Farsi).
Contact/call center experience.
Healthcare exposure/medical terminology familiarity.

Responsibilities

Provide telephone support and coordinate emergency and non-emergency assistance for clients.
Use approved resources to provide referrals (e.g., medical, travel, logistics) aligned to client needs.
Coordinate responses to travel disruptions (flight cancellations/delays, trip interruptions/cancellations, baggage delays).
Monitor patient status and provide regular updates to family members and/or travelling companions.
Arrange medical evacuations in collaboration with the Provider Network Group (PNG) and Medical Case Management (MCM) team.
Document end-to-end case management activities with accuracy and timeliness.
Facilitate telephone/document translation via approved providers.
Manage inbound/outbound communications (phone, email, fax, SMS) and maintain clear records.
Initiate assessments and file claims on behalf of clients as appropriate.
Support the Provider Network Group by adding/evaluating new and existing service providers.