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