Empleos de customer service

About the Company

Cover Genius is a Series E Insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee.

Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized sed with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are Bold, Authentic, Purposeful and Inspired

Our People are not Perfect, Traditional, Complacent or Cautious

About the Role

As a Claims Specialist on our Travel EMEA Claims Team, you will own the timely and accurate end-to-end adjudication of routine and complex travel claims, ensuring policy validity and compliance are maintained from first notice of loss through settlement. This role requires efficiently applying established policy guidelines, accurately verifying customer documentation, and providing clear communication to deliver fair and prompt claim resolutions to our customers.

You will own the timely and accurate end-to-end adjudication of routine and complex travel claims. Regular collaboration with Team Leads, Managers, Payments, Complaints and Compliance Teams will be key in ensuring claim accuracy, regulatory integrity, and prompt, successful customer resolution are achieved.

Key Responsibilities

• End-to-End Claims Adjudication: Own the full claims lifecycle from initial notice (FNOL) through final settlement, ensuring timely and accurate resolution of travel claims.

• Documentation and Verification: Critically review and validate all necessary documentation (invoices, Proof of Loss, etc.) to confirm policy eligibility and prevent fraudulent or non-covered payouts.

• Policy Compliance and Calculation: Accurately apply complex policy wording and regulatory guidelines to calculate final settlement amounts.

• Customer Communication: Proactively communicate coverage decisions and resolve customer queries, ensuring sensitive and complex outcomes are delivered with empathy and clarity.

• SLA and Quality Adherence: Maintain strict adherence to all established Service Level Agreements (SLAs) and internal governance frameworks to support the team’s overall efficiency and audit standards.

Qualifications

• Critical Skills: Strong analytical aptitude and precise attention to detail necessary for complex policy application and accurate financial calculation.

• Specialized Experience: Demonstrated professional experience (2+ years preferred) in a high-volume, customer-focused, or financial administrative role.

• Technical Proficiency: Proficiency in modern office software and demonstrated ability to quickly master new claims management systems and digital tools.

• Language Skills: Fluency and high proficiency in English, an additional language (such Russian, French or Spanish) is a distinct advantage.

• Education/Background: High school diploma, equivalent qualification, or vocational certificate required. Relevant tertiary education (e.g., Business Administration, Customer Service, or Finance) is a benefit.

What you will have

• Problem-Solving & Judgement: Core ability to analyze unique claim scenarios, apply critical thinking to policy interpretation, and exercise sound judgment in decision-making without constant supervision.

• Accountability & Drive: Strong personal accountability for task ownership and driving files to timely completion, proactively managing personal workflow and volume targets (self-management).

• Customer Empathy & Integrity: Demonstrated commitment to placing the customer first, managing complex or difficult conversations with empathy, and upholding the company's core values of service quality and integrity.

• Cross-Cultural Communication: Excellent written and verbal communication skills, with the ability to clearly convey sensitive financial and policy information to a diverse, multi-lingual EMEA customer base.

Why Cover Genius?

Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?

• Flexible Work Environment - Our teams are remote or hybrid (work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday), with flexibility around start/finish times.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!

Sounds interesting? If you think you have the best composition of the above, send us your resume and let's chat!

Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.