Meet the operations team
Strategic Support Team
Swancy Monteiro
I’m Swancy, I work in the Strategic Support Team and I’ve been in this role for over 3 years. I’ve worked in Zurich since leaving university, moving from the contact centre to an accounts specialist role. This allows me to build on customer relationships and work alongside advisors and clients alike. I work closely with customer relationship managers to ensure we provide our customers with the most competitive rates and answer any technical queries they might have.
Strategic Support Team
Millie Smith
I’m Millie, part of the newly formed Strategic Support Team within ZCR and have been working in ZCR for the last 4.5 years as an account specialist. I’ve worked in insurance since leaving college and previously worked in one of Zurich’s Retail Protection contact centres.
Within the new structure, I will be responsible for the end-to-end processing on all core schemes for our strategic brokers so I can help you with all of your operational queries.
Corporate Medical Underwriter
Rebekka Collins
Having worked in various roles in Zurich for over 25 years including servicing, new business and pipeline support, I am delighted to now be a part of the Corporate Medical Underwriting Team.
During my medical underwriting career I've worked across the industry in both retail and corporate business, and have knowledge and experience of underwriting life, income protection and critical illness products. My main focus is providing a conscientious and timely assessment for our clients' applications whilst always having an emphatic approach. Excellent customer service is at the forefront of everything I do and I am pleased to be providing dedicated support in this way to Mercer and their clients.
Senior Technical Support Administrator
Morgan Taylor
I have worked at Zurich for over 15 years and I have a wealth of knowledge in the financial services industry which spans across both retail and corporate protection.
I’ve worked in Zurich Corporate Risk since 2014 and my expertise is predominately within the accounts and flexibility benefits side, however having moved into the role of Implementation Manager in September 2021, my main focus was to ensure a smooth and successful onboarding process for new business flex schemes as well as some of our new larger more complex core schemes.
Since January 2023, my role has moved towards our existing business group risk portfolio supporting Amanda, Darren, Jen and Debbie with scheme reviews and structural changes, through to financial control reconciliations and everything in between. My new role as Portfolio Support Manager is still currently in development however, additional responsibilities are likely to involve the training and development of staff across ZCR, enhancing the group risk knowledge across the board whilst committing to reduce our unit costs through simplifying internal processes. The key intention of creating the Portfolio Support Manager role is to fully utilize my knowledge and experience to enhance our Stakeholder’s day to day experience.
Group Income Protection Team Leader
Emma Hatherall
I first joined Zurich in 2000, working in our Retail business in various new business teams. More recently, I managed the Retail UK Life Contact Centre. In 2021, I became one of the GIP Claims Team Leaders at ZCR.
I work closely with our Case Managers to ensure claims are processed quickly and decisions are made promptly. I also collaborate with our Distribution team to handle queries and escalations.
Additionally, I am the Vulnerable Customer Champion for Claims, a part of my job that I truly enjoy. This role allows me to listen to calls and understand the positive impact we have on people during difficult times in their lives.