CFA Customer Service Coordinator

About the role

In this role you will coordinate time-critical assistance for travellers, delivering front-line support with speed, compassion, and sound judgment during unexpected events.

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.
• Collapse 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.

Requirements

Essential:

• 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.

Qualifications

Desired:

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

Skills

Essential:

• 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.

Benefits

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

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.