GCA Assistance Coordinator

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.

What you’ll be doing:

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

• 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.

What skills and experience you’ll bring on this journey:

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.

Desired

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

Why you’ll love working with us!

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.

Apply today and let’s go to great places together!