German-Speaking Complaints Investigator (Hybrid)

Zurich Cover-More; Dublin; Hybrid; EUR 37,000 - 44,000; Full time

Benefits offered by this job

Hybrid work model

Annual leave and personal leave

Health insurance and EAP

Pension scheme

Job summary

Zurich Cover-More in Dublin, Ireland, is seeking a Complaints Handler to deliver fair, timely, and customer-focused resolution. You will investigate customer concerns, identify root causes, and ensure regulatory compliance while drafting final responses.

The role requires German fluency, APA qualification (Ireland), and experience in handling complaints and Ombudsman procedures. A hybrid work setup and opportunities across Europe are offered.

Qualifications

• Fluent in German, both written and spoken.
• APA qualification (Ireland only).
• 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 to identify facts and make balanced decisions.
• Professional telephone manner.

Responsibilities

• 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 recorded and handled within regulatory timeframes.
• Preparing and managing Ombudsman file requests and supporting Ombudsman engagements.
• Collaborating with Compliance, Legal, Operations, Customer Service, and external partners.
• Identifying trends and root causes to drive process improvements.
• Producing complaint analysis to reduce future complaints and improve customer experience.
• Supporting third-party audits and quality reviews when required.

Skills

German language

APA qualification (Ireland only)

Complaint handling

Ombudsman file requests

General insurance knowledge

Investigative/analytical skills

Telephone manner

Job description

Zurich Cover-More in Dublin, Ireland, is seeking a Complaints Handler to deliver fair, timely, and customer-focused resolution. You will investigate customer concerns, identify root causes, and ensure regulatory compliance while drafting final responses.

The role requires German fluency, APA qualification (Ireland), and experience in handling complaints and Ombudsman procedures. A hybrid work setup and opportunities across Europe are offered.