Concierge Customer Service Executive

Zurich is looking to hire a Claims Concierge Service Executive in our Claims Relationship Management team.  This position is responsible for relationship management of mid-size, moderately complex accounts with somewhat lower service intensity based within the Region. Works with business units and functional groups to execute strategies that promote claims value-added services, drive profitable growth, and improve technical excellence, customer satisfaction and retention. Acts as an account representative by handling customer service issues for respective accounts and coordinating with the appropriate internal and external resources for resolution. 

At Zurich North America, we acknowledge that work life-balance and flexibility are a priority when it comes to choosing your next career move. Designed with our employees' needs in mind, the ZNA Claims hybrid work model emphasizes flexibility, while facilitating in-person connections and collaborative activities when meaningful and valuable. While the model provides a high level of flexibility and autonomy, in-office attendance should be expected multiple times weekly.  

Our Claims Concierge Service Executives are responsible for:

• Partnering with underwriting to participate in new business prospects with brokers and customers by communicating and selling the claims value proposition to mid-size, moderately complex non-complex accounts with regional scope. 
• Researching and responding to the claims service needs of prospective and current customers by developing and delivering claims services marketing presentations and Claim Service Proposal responses that differentiate Zurich Claims Services. 
• Ensuring customer satisfaction by identifying and resolving customer service issues, proactively communicating information; responding to inquiries and following customer protocols. 
• Increasing customer satisfaction and retention by building lasting relationships with our customers' and brokers’ claim contacts. 
• Business Travel, as required, will be estimated at no more than 5%. 
• Extended Hours during Peak Periods, as required 
• Regular Predictable Attendance 
• Protecting Zurich’s reputation by keeping claims information confidential. 
• Maintaining professional and technical knowledge by participating in educational opportunities, staying current with industry trends, establishing personal networks, and participating in professional societies.  
• Contributing to the team effort by participating in projects as needed. 

Additional Responsibilities: 

• Review assigned customer cases, prioritize case load and interpret established policies, applying discretion within authority limits in order to resolve customer issues. 
• Provide specialist advisory support to internal clients on a daily basis, by being a focal point of contact, to ensure that there is no misalignment between policy and practice. 

Basic Qualifications: 

• Bachelors Degree and 4 or more years of experience in the Claims or Operations area 
  OR 
• High School Diploma or Equivalent and 6 or more years of experience in the Claims or Operations area 
  OR 
• Zurich Certified Insurance Apprentice including an Associate Degree and 4 or more years of experience in the Claims or Operations area 
  AND 
• Strong customer service acumen 
• Strong Microsoft Office skills 
• Knowledge of Business Intelligence or other data systems 

Preferred Qualifications: 

• Insurance industry experience 
• Experience interacting with multiple management levels 
• Strong verbal and written communication skills 
• Strong analytical skills 

We offer competitive pay and comprehensive benefits for employees and their families. [Learn more about Total Rewards here.]

Why Zurich?

At Zurich, we value your ideas and experience. We offer growth, inclusion, and a supportive environment—so you can help shape the future of insurance. Zurich North America is a leader in risk management, with over 150 years of expertise and coverage across 25+ industries, including 90% of the Fortune 500®.

Join us for a brighter future—for yourself and our customers.

Zurich in North America does not discriminate based on race, ethnicity, color, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. Equal Opportunity Employer disability/vets.

Zurich complies with 18 U.S. Code § 1033.

Please note: Zurich does not accept unsolicited CVs from agencies. Preferred vendors should use our Recruiting Agency Portal.

Location(s): AM - California Virtual Office
Remote Working: Hybrid
Schedule: Full Time
Employment Sponsorship Offered: No  
 
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