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Zurich NA Bilingual Case Manager - Hybrid in Toronto, Ontario

Bilingual Case Manager - Hybrid


Zurich Insurance is a global insurance company with a specialty in life insurance, general insurance and travel insurance. This role will sit in one of Zurich’s subsidiary companies, World Travel Protection, which focuses on travel risk management and emergency assistance.

At World Travel Protection, protecting people is our priority. We take care of corporate and leisure travelers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens.

Our extensive experience in global travel risk management is the reason we are trusted by travelers, corporate risk managers and organizations across the globe, who allow us to help prepare them for potential travel threats and assist them when they need it most.

We are part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA…sounds exciting right?

So, what’s our mission?

Protecting travellers – and supporting those responsible for their safety – is our business.

We operate 24 hours a day, seven days a week from our 4 operation centres in Australia, Canada, Malaysia, and the UK, responding to the cries for help we receive from travellers across the globe.

So, what's the job?

Bilingual Case Manager

You will be resolving complex policy service requests from internal and external customers to ensure company strategies related to products and underwriting philosophies are communicated and supported effectively.

• 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.

And what are we looking for?


• 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


  • 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

Why choose us?

We value optimism, caring, togetherness, reliability and determination.

We have more than 1500 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach – after an initial training period of 3 months – ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career growth. This is an extremely exciting time for us at World Travel Protection, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular vacation leave (everyone starts with 4 weeks), flex days and volunteer leave.

Investing in your health, and your future. We offer a competitive medical insurance package and pension contributions.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let’s go great places together!


A future with Zurich

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 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and 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 people, our customers and the communities we serve.

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 is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process.

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich Canadian Holdings Limited. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

Only applicable for Canada: For Zurich Canada's commitment to diversity and accessibility pleaseclick here (https://www.zurichcanada.com/en-ca/about-zurich/accessibility) .If you would prefer to not receive future electronic messages from Zurich Insurance Company Ltd's recruitment management system, please email your request to have your job profile deleted from the system by clickinghere (casl.opt.out.grms@zurich.com) . Zurich Insurance Company Ltd 100 King St., W., Suite 5500, Toronto, ON, M5X 1C9. www.zurichcanada.com

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