Bilingual Case Manager

at  Zurich insurance

ARE YOU READY FOR AN ADVENTURE IN TRAVEL ASSISTANCE?

At World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling.
Our extensive experience in global travel risk management positions us as the go-to-choice for travellers worldwide. Trusted by globetrotters, corporate risk managers, and organizations around the world, we specialise in preparing travellers for potential threats and offering assistance when they need it most.
WTP is part of Zurich Cover-More Group, one of the world’s largest travel insurance and assistance providers and part of Zurich Insurance Group, a leading multi-line insurer. We stand for more care, more cover, for all, and we look after more than 20 million of the world’s travellers every year, making sure we are there every step of their journey. WTP operates in a niche space within Zurich Cover-More Group, providing Travel Risk Management services on behalf of our clients to travellers worldwide.

WHAT ARE WE LOOKING FOR?

We are looking for team members who have a genuine desire to help people and save lives. We need our Case Managers to be resilient, empathetic and think critically – if you’re willing to learn, we will teach you everything you need to know.

• You’ll have great interpersonal skills and know how to look after travellers and respond with empathy
• You’ll have strong problem solving and decision-making skills, and can follow processes to provide quick and accurate assistance
• You’ll thrive in a fast paced, dynamic environment and be open to change
• You’ll have great conflict resolution skills to help customers in stressful situations
• You’ll need to be available to work four 10-hour shifts per week, across a 7-day rotating roster between the hours of 7am - 11pm
• You’ll be professionally proficient in both English and another language – ideally French, German, Italian, Portuguese or Spanish (however other languages are welcome)
• More than anything else, you’ll have a passion for helping others

• You’ll be taking calls and monitoring emails from travellers when they get into emergency situations while travelling – whether lost baggage or a medical emergency, you’ll be there to help solve their problem
• You’ll be focussed on providing a great experience every time – whether for the traveller, family member or provider
• You’ll use your critical thinking and problem-solving skills to provide tailored advice to real-world problems
• You’ll provide emotional support and reassurance to travellers in distress, maintaining a calm and empathetic demeanour throughout each call and case
• You’ll work with our team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist, or allied health professional for medical and/or security emergencies
• You’ll facilitate the payment and guarantee of facility and any required vendor bills
• You’ll help travellers understand the services we are there to support them wit