Customer Support Consultant

#ZCC

At Zurich Capability Center, we are looking for a:

Customer Support Consultant

To serve as a key point of contact for customers, brokers, and business partners, providing timely support and high-quality service.

Key Accountabilities

• Research and respond to telephone and electronic inquiries from customers.
• Investigate and route complaints from national/local insurance regulators and consumers to the appropriate office for resolution.
• Locate claims office staff for insureds and other parties calling to report claims.
• Identify appropriate business or marketing representatives for agents seeking appointments.
• Enter inquiry data into the tracking system.
• Business travel, as required.
• Mandatory overtime, as required.
• Regular predictable attendance.

Business Accountabilities

• Prepare customer service documents, presentations, and other materials using established formats and standard software, and report on adherence to Operational Level Agreements or quantitative/qualitative targets where required.
• Provide feedback and recommendations for improvement of customer service processes and systems to managers and colleagues.
• Demonstrate an understanding of customers' needs and respond to and resolve customer enquiries, problems, and service requests, determining when to escalate complex queries to provide effective service and clear advice.
• Act within agreed authority levels to ensure fair treatment of customers and provide quality customer relations to brokers, customers, and distributors.
• Demonstrate knowledge of customer service systems, products, processes, and procedures to provide outstanding service, referring more complex queries to the appropriate department or colleague.
• Follow established ordering procedures to ensure adequate resources (e.g., paper, envelopes, etc.) are available to meet work requirements.
• Develop a practical understanding of how customer service processes and systems relate to risk management and compliance.
• Monitor the work environment and oversee colleagues' work to ensure compliance with health and safety guidelines.
• Operate relevant equipment within routine processes, monitor output quality, and serve as a technical escalation point for more junior colleagues.

Performance Management Accountabilities

• Demonstrate commitment to corporate values.
• Take accountability for participating in the performance management cycle and contribute fully as a team member.
• Exchange expertise and provide advice to team members and business partners.
• Take action to manage personal development.

Skills

• Customer Focus (Intermediate)
• Problem Solving (Basic)
• Customer Interaction (Intermediate)
• Knowledge of Insurance Operations (Basic)

Education & Experience

Required

• Bachelor's Degree and no prior experience required in Customer Service; OR
• High School Diploma (or equivalent) and 3+ years of experience in Customer Service.
• Experience with Microsoft Office.

Preferred

• Excellent communication skills.
• Detail-oriented.

If you are interested, please apply directly through this link or send your resume to nathalia.huerta@mx.zurich.com.

Position available only for candidates located in Mexico City, State of Mexico, or Guadalajara. Please apply only if you reside in one of these areas.

Who we are 

Looking for a challenging and inspiring work environment where you can make a difference?

 At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling, businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises. 

So be challenged. Be inspired. Help us make a difference. 

At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age, or disability