What are the responsibilities and job description for the Complaints Analyst position at Zurich Insurance Company Ltd.?
Travel Guard meets the diverse needs of leisure and corporate travelers alike through its comprehensive portfolio of travel insurance plans and assistance services as well as a network of experienced providers. With global service centers placed strategically around the globe, our 24/7 multilingual team is always just a phone call away and ready to assist when our customers experience travel issues – from lost luggage or minor travel inconveniences to medical emergencies or life-threatening events. We help customers recover from travel disruptions and enjoy their journeys knowing Travel Guard has their back every step of the way.
This position is responsible for investigating and preparing comprehensive written responses to complaints received from state insurance departments, and other government agencies, on our Travel & NAC claims programs. The Complaints Analyst ensures timely and accurate resolution of complaints while maintaining compliance with regulatory standards and company policies. This position is ideal for individuals who are passionate about ensuring fair outcomes and maintaining high standards of regulatory compliance.
Responsibilities include:
- Investigate complaints received from regulatory and government agencies thoroughly and impartially.
- Analyze case details, review supporting documentation, and identify key issues to address in responses.
- Prepare clear, concise, and professional written responses tailored to meet the requirements of each agency.
- Collaborate with internal departments to gather relevant information and coordinate responses.
- Maintain accurate and detailed records of all complaint investigations and resolutions.
- Ensure all responses are submitted within established deadlines.
- Stay up to date with industry regulations, standards, and best practices to ensure compliance.
- Provide recommendations for process improvements to prevent recurring complaints.
- Support to Claims QA Analyst & Claims STP Analyst, when called upon.
Basic Qualifications:
- Bachelor’s degree in business, communications, or a related field, or equivalent work experience.
- Prior experience handling travel insurance claims or working as a paralegal for a law firm or corporate legal department of an insurance company preferred, but not required. A certificate from a Paralegal Studies program is a plus.
- Microsoft Office experience
- Knowledge of insurance regulations, markets, and products
- AIC, AIS, SCLA, or CPCU a plus, but not required.
- Meticulous attention to detail: Ability to ensure accuracy in documentation and responses.
- Excellent verbal and written communication skills: Craft professional correspondence and articulate findings with clarity, confidence, and professionalism.
- Well-organized and able to work with limited supervision: Demonstrate initiative and self-sufficiency in managing responsibilities.
- Ability to multi-task and effectively manage competing priorities: Maintain focus and deliver results in a fast-paced environment.
- Strong interpersonal skills: Communicate effectively with internal and external clients, maintaining a high degree of clarity, confidence, and professionalism.
- Strong analytical and investigative skills.
- Proven ability to meet deadlines and manage multiple cases simultaneously.
- Familiarity with insurance industry regulations or experience in a regulated environment is preferred.
Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 150 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please click here to learn more.
As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet
Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.
You are joining us at a pivotal time in our business. With the recent acquisition of AIG’s global personal travel insurance business, Travel Guard, we have become a leading travel insurance and assistance provider globally, serving over 20 million customers annually and maintaining long-term relationships with more than 200 distribution partners.
We’re for travelers and for traveling, but we want to offer much more beyond travel insurance and assistance – we want to ‘cover more’.
Zurich Cover More recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet
