About this role
About the Role Zurich North America Claims operates with a flexible hybrid model designed to balance autonomy and collaboration. This role focuses on oversight of Travel Guard/Travel Guard Travelex Third Party Administrators (TPAs) that adjudicate travel policy claims, with involvement in in-flight medical cases and medical evacuation when needed. You will audit TPA claim handling, approve claims beyond TPA authority, review appeals and regulatory complaints, and collaborate with our TravelGuard partners to ensure SLA achievement and governance. The position reports to one of several North American Claims offices (Addison, TX; Maitland, FL; Schaumburg, IL; Parsippany, NJ) with consideration for other locations for the right candidate. What You'll Do
- Manage resolution of service issues between customers, brokers, business units and support service areas.
- Drive due diligence, technical guidance and contract development on new Third Party Administrators.
- Ensure Business Unit TPA policies and practices align with the Global Claims Policy; track and manage audit improvement actions.
- Manage Third Party Administrators performance issues.
- Drive continuous improvement in customer experience and cost savings.
- Manage TPA audit and oversight processes and procedures in partnership with the Business Unit Claims function.
- Partner with the Business Unit to provide corporate governance, assistance and control and mitigate regulatory matters.
- Provide required support to the Business Unit Claims operation to ensure compliance with Third Party Administrators policy and processes.
- Collaborate with TravelGuard and other partners to oversee TPAs that adjudicate travel policy claims; involve assistance providers for in-flight medical cases when necessary. What We're Looking For
- Basic Qualifications: Bachelor’s Degree and 5+ years of experience in the Operations area within the Insurance industry OR High School Diploma or Equivalent and 7+ years of experience in the Operations area within the Insurance industry.
- Experience in insurance industry operations and systems.
- Experience with Microsoft Office. Nice to Have
- Travel claims experience.
- Strong verbal and written communication skills. Compensation & Benefits
- Your pay at Zurich is based on your role, location, skills, and experience. We follow local laws to ensure fair compensation.