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Customer Service Specialist, Policy Benefits, Team Lead


Job Summary

To resolve complex policy service requests from internal and external customers to ensure company strategies related to products and underwriting philosophies are communicated and supported effectively.

Job Qualifications

• High School Diploma or 3 or more years of experience in the Travel Medical Emergency Case Management Area
• Experience in management of out-patient and in-patient travel medical insurance cases
• Experience arranging repatriation and evacuation Or
• Zurich Certified Insurance Apprentice including an Associate degree with 1 or more years of experience in the Travel Medic al Emergency Case Management Area
• Experience in management of out-patient and in-patient travel medical insurance cases
• Experience arranging repatriation and evacuation

Preferred:Ability to apply policy wording to individual circumstances
• Strong verbal and communication skills in two or more languages
• Experience with Corporate Services, such as Business Travel Accident
• Knowledge of concierge services and arrangements
• Detail oriented
• Ability to multi-task

Key Accountabilities

• Under limited supervision, lead projects and participate in work rotation assignments, technical specialist roles or special projects under temporary assignment status.
• Assist junior level employees.
• Review complex problems and communicate with appropriate personnel to obtain information and resolve issues.
• Analyze, clarify and resolve complex policy and billing related questions or transactions from internal and external customers and manage them to completion.
• Respond to customer inquiries through appropriate mediums.
• Research, analyze and compile statistical data, and prepare reports.
• Continue to build personal skill set by participating in approved in-house or outside insurance or industry related courses and seminars as needed to expand product or system knowledge.
• Possess and continually acquire advanced subject matter expertise in relevant disciplines.
• Understand, support and advocate for the Organization’s overall strategy.
• Model, promote and advocate for the Organization's core values.
• Perform other duties as assigned.

Business Accountabilities

• Provide coaching and guidance to more junior operations staff to enable the effective delivery of a range of operational processes.
• Support and lead local projects and implementation of operational change processes and adhere to new ways of working where applicable.
• Develop knowledge and understanding of risk and compliance policies and procedures and ensure own work is undertaken to the standards of behavior and in accordance with policy.
• Maintain and improve operational efficiency and quality of service of the service centre by input to procedures and the application of process improvements.
• Follow a range of processes to meet the needs and expectations of customers and other stakeholders, delivering against operational Key Performance Indicators.
• Receive, investigate and respond to technical queries and service requests from customers, distributors and/or colleagues, prioritize case load and interpret established policies, applying discretion within authority limits in order to resolve customer issues and to ensure that efficient, day to day customer service is delivered.


Collaborate Together
Develop & Grow
Puts Customers First
Fuel Innovation
Technical Competency 1
Technical Competency 2
Motivational fit
Provide Clear Direction
Make it Happen

You are the heart & soul of Zurich! 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. 

Let’s continue to grow together!


  • Location(s):  MY - Kuala Lumpur 
  • Remote working:
  • Schedule: Full Time
  • Recruiter name: Kamil Kamilia

Apply now »