Zurich Insurance

CFA Customer Service Coordinator

Zurich Insurance

full-time

Posted on:

Location Type: Hybrid

Location: Houston • Texas • United States

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About the role

  • Serve as the front line of support for Aon’s CareFree cruise guests and other travellers
  • Provide telephone support and coordinate emergency evacuation and general assistance requests
  • Use approved resources to provide accurate referrals (e.g., medical, logistics, travel)
  • Coordinate responses to travel disruptions: flight cancellations/delays, trip interruptions/cancellations, baggage delays
  • Monitor patient status and share updates with family members/travelling companions
  • Arrange medical evacuations with the Provider Network Group (PNG) and Medical Case Management (MCM)
  • Document end-to-end case handling thoroughly and accurately
  • Support telephone and document translation through authorized providers
  • Manage inbound/outbound communications (phone, email, fax, SMS)
  • Initiate assessments and file claims on behalf of clients where appropriate
  • Collaborate with and support the Provider Network Group on onboarding/evaluating service providers

Requirements

  • Essential English fluency with excellent telephone, verbal, and written communication
  • Customer service experience (e.g., airline industry, inside/outside sales, or similar)
  • Strong computer proficiency; able to multi-task across systems and channels
  • Ability to multitask in a fast-paced environment and perform under pressure
  • Basic cost analysis skills to help guide service options
  • Strong problem-solving orientation, including handling novel scenarios
  • Desired Bilingual Spanish, or multilingual Spanish & Portuguese
  • Contact center experience
  • Healthcare experience or familiarity with medical terminology
Benefits
  • Job flexibility
  • Career growth
  • Take the time you need, for you and your community
  • Investing in your health and your future
  • Diversity and inclusion
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
telephone supportcase handlingcost analysismedical terminology
Soft Skills
customer servicecommunicationmultitaskingproblem-solvingability to perform under pressure