Travel Assistance Coordinator

Zurich Insurance Company Ltd.•Houston, TX

3d•Hybrid

About The Position

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travelers 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 travelers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024. In this role you will serve as a trusted resource for travelers, delivering real-time support and creative solutions during unexpected travel disruptions while ensuring every interaction reflects a high standard of care and professionalism. You will multitask across calls, systems, and case management tools to quickly assess needs, coordinate travel solutions, and provide a seamless, reassuring experience from the first point of contact through resolution.

Requirements

High school diploma or equivalent
2+ years of providing exceptional customer service
Excellent written and verbal communication skills
Effective problem-solving skills
Proficient in MS Office programs while effectively multi-tasking
Ability to work 3rd shift (11:30pm-7:30am Mon-Fri with rotating weekends)

Responsibilities

Handle inbound calls from policyholders regarding their travel related emergencies, including lost luggage tracking, passport and visa replacement, travel rebooking, and pre-trip planning and concierge services.
Create a positive customer experience over the phone while using knowledge of products and services offered by our assistance team.
Utilize critical thinking and creative thinking to provide out-of-the-box solutions for policyholders.
Effectively multi-task by documenting policyholder interactions while communicating over the phone.