Complaints Handler - German Speaker

About Zurich Cover-More

Zurich Cover-More is a leading global provider of travel insurance and assistance, covering over 20 million travellers annually with customized care, comprehensive cover, and expert support. As part of Zurich Insurance Group, our brands include names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, and World Travel Protection. We aim to redefine safe travel for various journeys worldwide.

This position is based within the Cover-More Europe division that delivers insurance solutions to customers in the UK, Ireland, and Europe across multiple sectors including travel and specialty insurance.

Role Overview

As a Complaints Handler, you will be responsible for managing and resolving complaints efficiently and professionally, ensuring compliance with regulations and delivering positive outcomes. You will handle complaints across various products and jurisdictions, produce high-quality communications, analyze data to identify trends, and contribute to improving complaints processes and customer experience.

Key Responsibilities

• Investigate and resolve customer complaints and disputes promptly and professionally.
• Manage complaint cases from start to finish across multiple products and regions.
• Prepare clear and effective correspondence and communication with customers.
• Analyze complaints data to identify patterns and opportunities for customer experience enhancements.
• Assist in refining complaints handling procedures and support audits ensuring compliance.

Required Skills and Experience

• Fluency in German, both verbal and written, is essential.
• APA qualification (specific to Ireland).
• Proven experience in handling customer complaints and dispute resolution.
• Experience in preparing and managing Ombudsman investigations and file requests.
• Strong understanding of general insurance products.
• Excellent analytical and investigative capabilities to review information and make balanced decisions.
• Professional and confident telephone communication skills.

Why Join Us?

• We promote values such as optimism, care, teamwork, reliability, results-orientation, and innovation.
• Work belongs to a large, global team of specialists across various professional disciplines.
• Flexible hybrid working with a 3-day in-office and 2-day remote schedule after training.
• Opportunities for career advancement with development programs and supportive environment.
• Attractive leave benefits, including personal, volunteer, and paid parental leave, plus anniversary leave.
• Complimentary travel insurance to support employees who love to travel.
• Comprehensive health insurance including mental health support, access to an Employee Assistance Program, and pension with employer contributions.
• A commitment to diversity and inclusion, welcoming all individuals to bring their authentic selves.

Additional Information

Cover-More Services Limited is regulated by the Central Bank of Ireland and authorized by the Financial Conduct Authority for UK business. Compensation varies by office, role, skill set, and experience, with a salary range of €37,192 to €43,755 annually plus eligibility for a 5% short-term incentive bonus. Applications outside the range are also considered based on merit.