Generali Global Assistance | Travel Insurance
Customer Service Representative
Generali Global Assistance | Travel Insurance, Florida, New York, United States
Embark on a Journey That Makes a Difference.
At Generali Global Assistance (GGA), every day is an opportunity to help people explore the world with confidence. We’re not just in the business of protection—we’re in the business of adventure and peace of mind. Whether it’s a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, we’re there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience.
Set Sail on a Career Path to Success Our teams value curiosity and collaboration while priding ourselves on fostering a welcoming and inclusive atmosphere for our employees. Elevate your journey through our internal programs, including:
Diversity, Equity, and Inclusion (DEI) Committee
Career pathing and Individual Development Plans
Internal training and intern opportunities
Women in Business Mentorship Program
Employee awards and recognition
Education and professional development assistance program
Passport To Perks
Generous employer contribution for health, dental, and vision insurance
Paid maternity and paternity leave
Scholarship Program for employee dependents
Company match on 401(k)
Employee Assistance Program (EAP)
Company paid short-term and long-term disability insurance
Company paid life insurance
Voluntary pet insurance
Voluntary legal benefit
Discounts on travel insurance
Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO)
Your Role On The Expedition This Customer Service Representative role is responsible for answering all incoming/outgoing calls, setting up new claims, providing status of claims that are in process, and answering questions about travel protection plans. The position also includes corresponding with customers via email inquiries. To be successful, you must have strong communication skills to listen attentively to customer needs, maintain accurate records of interactions, and address requests promptly and courteously.
Chart Your Course
Answer inbound calls and automated callbacks, assisting clients with coverage questions, policy modifications or cancellations, claim filing, and claims status requests.
Make outgoing calls following up on customer requests.
Provide information on travel protection plans to travel agents or directly to passengers.
Document all interactions with passengers.
Attend weekly team meetings to stay abreast of product information, procedural/policy changes, and department or company updates.
Participate in individual and group training, completing mandatory company training within deadlines.
Follow proper procedures as detailed in performance guidelines, and represent the mission statement, values, and standards of Generali.
Manage personal email inbox to stay informed of company and departmental updates.
Perform any additional tasks assigned by management.
Required Qualifications
High School Diploma or Equivalent (GED) required.
Excellent verbal and written communication skills.
Insurance benefits administration (Travel/Health insurance) experience.
Proficiency in Microsoft Office Suite; ability to conduct internet research.
Prior customer service experience.
Fluent English required.
Excellent customer service skills.
Excellent critical thinking and decision-making skills.
Active listening skills to understand customer needs and concerns.
Positive attitude and willingness to go above and beyond to ensure customer satisfaction.
Preferred Qualifications
Prior experience working in a call center environment is a plus.
Experience in an insurance office setting helpful.
Experience handling high volume of interactions including call and email volumes.
Position Coordinates This is a hybrid role based out of our Pembroke Pines office. You will work onsite 2‑3 days a week and from home 2‑3 days a week after an initial 90 days of on‑site training.
Time For Take-off This department is a 7‑day per week operation and shifts/hours may vary. Occasional overtime may be required according to business need.
One team. Every destination. Generali Global Assistance is proudly part of the Europ Assistance Group. Our North American brand portfolio includes:
CSA: US travel insurance brand for retail, tour operator, cruise and lodging partners.
Generali Global Assistance (GGA): The primary corporate brand in the United States for travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products.
GMMI: the industry standard for global medical cost containment and medical risk management solutions.
Iris, Powered by Generali: identity and digital protection solution.
Explore new horizons – apply today! Don’t meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
California Residents Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here: https://us.generaliglobalassistance.com/privacy-notice-for-california-residents-seeking-employment/
Equal Employment Opportunity The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard to age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.
Seniority level Associate
Employment type Full‑time
Job function Strategy/Planning and Information Technology
Industries Insurance
#J-18808-Ljbffr
At Generali Global Assistance (GGA), every day is an opportunity to help people explore the world with confidence. We’re not just in the business of protection—we’re in the business of adventure and peace of mind. Whether it’s a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, we’re there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience.
Set Sail on a Career Path to Success Our teams value curiosity and collaboration while priding ourselves on fostering a welcoming and inclusive atmosphere for our employees. Elevate your journey through our internal programs, including:
Diversity, Equity, and Inclusion (DEI) Committee
Career pathing and Individual Development Plans
Internal training and intern opportunities
Women in Business Mentorship Program
Employee awards and recognition
Education and professional development assistance program
Passport To Perks
Generous employer contribution for health, dental, and vision insurance
Paid maternity and paternity leave
Scholarship Program for employee dependents
Company match on 401(k)
Employee Assistance Program (EAP)
Company paid short-term and long-term disability insurance
Company paid life insurance
Voluntary pet insurance
Voluntary legal benefit
Discounts on travel insurance
Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO)
Your Role On The Expedition This Customer Service Representative role is responsible for answering all incoming/outgoing calls, setting up new claims, providing status of claims that are in process, and answering questions about travel protection plans. The position also includes corresponding with customers via email inquiries. To be successful, you must have strong communication skills to listen attentively to customer needs, maintain accurate records of interactions, and address requests promptly and courteously.
Chart Your Course
Answer inbound calls and automated callbacks, assisting clients with coverage questions, policy modifications or cancellations, claim filing, and claims status requests.
Make outgoing calls following up on customer requests.
Provide information on travel protection plans to travel agents or directly to passengers.
Document all interactions with passengers.
Attend weekly team meetings to stay abreast of product information, procedural/policy changes, and department or company updates.
Participate in individual and group training, completing mandatory company training within deadlines.
Follow proper procedures as detailed in performance guidelines, and represent the mission statement, values, and standards of Generali.
Manage personal email inbox to stay informed of company and departmental updates.
Perform any additional tasks assigned by management.
Required Qualifications
High School Diploma or Equivalent (GED) required.
Excellent verbal and written communication skills.
Insurance benefits administration (Travel/Health insurance) experience.
Proficiency in Microsoft Office Suite; ability to conduct internet research.
Prior customer service experience.
Fluent English required.
Excellent customer service skills.
Excellent critical thinking and decision-making skills.
Active listening skills to understand customer needs and concerns.
Positive attitude and willingness to go above and beyond to ensure customer satisfaction.
Preferred Qualifications
Prior experience working in a call center environment is a plus.
Experience in an insurance office setting helpful.
Experience handling high volume of interactions including call and email volumes.
Position Coordinates This is a hybrid role based out of our Pembroke Pines office. You will work onsite 2‑3 days a week and from home 2‑3 days a week after an initial 90 days of on‑site training.
Time For Take-off This department is a 7‑day per week operation and shifts/hours may vary. Occasional overtime may be required according to business need.
One team. Every destination. Generali Global Assistance is proudly part of the Europ Assistance Group. Our North American brand portfolio includes:
CSA: US travel insurance brand for retail, tour operator, cruise and lodging partners.
Generali Global Assistance (GGA): The primary corporate brand in the United States for travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products.
GMMI: the industry standard for global medical cost containment and medical risk management solutions.
Iris, Powered by Generali: identity and digital protection solution.
Explore new horizons – apply today! Don’t meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
California Residents Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here: https://us.generaliglobalassistance.com/privacy-notice-for-california-residents-seeking-employment/
Equal Employment Opportunity The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard to age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.
Seniority level Associate
Employment type Full‑time
Job function Strategy/Planning and Information Technology
Industries Insurance
#J-18808-Ljbffr