Job Information
Zurich NA Customer Service Lead in Stevens Point, Wisconsin
Customer Service Lead
133039
Where will your career take you next? Let’s find out together.
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.
What you’ll be doing:
In this role, you’ll support our American Express Global Assist Department; guiding a team that helps card members through unexpected travel emergencies. Think of yourself as the calm in the storm, solving problems creatively, supporting your team, and making sure every traveler feels cared for. We take pride in our ability to strategically solve unique problems and doing so efficiently to meet our customer’s needs. If you are looking for an opportunity to indirectly lead people, further develop your skillset, and creatively find solutions for complex problems – this is the role for you!
Support a team of individuals by providing performance feedback and guidance in case handling
Identify opportunities to improve upon efficiencies in process/procedures and individual performance.
Solve problems creatively and think outside the box
Ensure the team is supported and appropriately to deliver results in their roles
Collaborate with management and partners at American Express to ensure we are always moving the team forward
What skills and experience you’ll bring on this journey:
A high school diploma or equivalent
Strong communication skills and customer service experience
Ability to multi-task and stay organized
A positive attitude and passion for helping others
Prior leadership experience is a plus
Ability to work 2nd shift (1-9pm) with rotating weekends
Position includes a shift differential of $3/hour from 5pm-7am weeknights and all day on Saturday/Sunday and additional $3/hour Saturdays and Sundays between the hours of 7pm-7am
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.
Appy today and let’s go to great places 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.
EOE Disability / Veterans