German-Speaking Complaints Investigator (Hybrid)

Cover-More Group; Dublin; Híbrido; EUR 37 000 - 44 000; Tempo integral

Resumo da oferta

Zurich Cover-More Europe is seeking a Complaints Handler to deliver fair, timely complaint resolutions across multiple jurisdictions. You will investigate concerns, draft final responses, and coordinate with Compliance, Legal, and external partners within a hybrid setup.

The role requires German fluency, APA qualification, and strong knowledge of General Insurance products. You will engage in root-cause analysis, trend identification, and quality reviews, supporting customer experience

Qualificações

• Fluency in German, both written and spoken.
• APA qualified (Ireland only).
• Previous experience handling customer complaints and dispute resolution.
• Experience preparing and managing Ombudsman file requests and investigations.
• Strong knowledge of General Insurance products.
• Strong investigative and analytical skills, with the ability to review information, identify key facts and make balanced decisions.
• A professional and confident telephone manner.

Responsabilidades

• Managing and investigating customer complaints across multiple jurisdictions.
• Conducting thorough and independent complaint reviews.
• Drafting professional complaint correspondence and final response letters.
• Ensuring complaints are accurately recorded and handled within regulatory timeframes.
• Preparing and managing Ombudsman file requests and supporting Ombudsman engagements.
• Working closely with stakeholders across Compliance, Legal, Operations, Customer Service, and external partners.
• Identifying trends, root causes, and opportunities for process improvement.
• Producing complaint analysis and insights to help reduce future complaints and improve customer experience.
• Supporting third-party audits and quality reviews where required.

Conhecimentos

German language

Investigative & analytical skills

Telephone etiquette

Formação académica

APA qualification

Descrição da oferta de emprego

Zurich Cover-More Europe is seeking a Complaints Handler to deliver fair, timely complaint resolutions across multiple jurisdictions. You will investigate concerns, draft final responses, and coordinate with Compliance, Legal, and external partners within a hybrid setup.

The role requires German fluency, APA qualification, and strong knowledge of General Insurance products. You will engage in root-cause analysis, trend identification, and quality reviews, supporting customer experience