GCA Senior Assistance Coordinator

Travel Guard • Houston, TX

26d • Hybrid

About The Position

Where will your career take you next? Let’s find out together. At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers . Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all. Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our 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, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter. About Travel Guard This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers 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 travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

Requirements

• English fluency with excellent telephone, verbal, and written communication skills.
• 2–3 years of Assistance/Dispatch Center experience.
• Customer-facing experience (e.g., airline, inside/outside sales, financial services).
• Strong critical thinking, attention to detail, and urgency in decision-making.
• Basic cost analysis skills and ability to recommend appropriate services.
• Proven problem-solving orientation; comfortable operating without precedent.
• Ability to work effectively under pressure.

Nice To Haves

• Multilingual fluency (German, French, Persian and/or Farsi).
• Healthcare experience or familiarity with medical terminology.
• Experience leading complex case coordination.

Responsibilities

• Provide telephone support and coordinate emergency evacuation and global assistance services.
• Lead management of complex/sensitive medical cases; partner closely with Shift Team Leaders and Customer Service Managers.
• Use approved resources to provide accurate client referrals.
• Coordinate responses to disruptions (flight cancellations/delays, trip interruptions/cancellations, baggage delays).
• Monitor patient status; provide regular updates to family and travelling companions.
• Arrange medical evacuations with Provider Network Group (PNG) and Medical Case Management (MCM).
• Document complete lifecycle of each case with precision.
• Facilitate telephone/document translation through approved providers.
• Manage inbound/outbound communications (phone, email, fax, SMS).
• Initiate assessments and file claims on behalf of clients.
• Support Provider Network Group in adding/evaluating service providers.

Benefits

• Job flexibility . We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.
• Career growth . This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.
• Take the time you need, for you and your community . We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.
• Investing in your health and your future. We offer a competitive high-deductible health plan, EAP programs and access to health and well-being activities along with 401(k) program with employer matching to help you plan for your future.
• Diversity and inclusion . We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed