Insurance Customer Service Specialist with German language

About the Role:

We are expanding our Insurance Operations team and are looking for experienced insurance professionals to support a leading client in the Swiss market.

This is a fully telephone-based customer service role for people who enjoy making complex insurance topics clear, understandable and manageable for customers. The initial scope focuses on premium and payment-related enquiries, with every customer interaction and agreed action accurately documented in the relevant CRM system.

The role offers more than a fixed set of activities. As our collaboration with the client develops, the service scope is expected to expand into additional insurance processes. This will give successful team members the opportunity to broaden their insurance expertise, help shape new processes and gradually take on greater ownership and specialist responsibilities.

Key Responsibilities:

• Provide professional and customer-focused support exclusively by telephone

• Understand the customer’s request, explain the available solution clearly and aim for effective resolution during the call

• Provide information about the current premium status, including paid, outstanding, credited or unallocated amounts, fees and payment due dates

• Clarify questions relating to invoices, premium payments and payment history

• Explain and process instalment-payment arrangements in accordance with the client’s defined rules and approval levels

• Support customers with coverage-related questions arising from outstanding premiums and explain the required next steps based on the current policy and payment status

• Handle PAK-related enquiries and explain premium adjustments, effective dates and the options available to the customer

• Process changes to payment methods and payment frequencies according to the client’s procedures

• Update customer, policy and payment information accurately in the CRM and relevant insurance administration systems

• Document the content, outcome and agreed next steps of every call in a complete and structured manner

• Create follow-up activities and escalate complex, exceptional or legally sensitive cases to the responsible specialist team

• Follow all applicable quality, compliance, data-protection and customer-identification requirements

• Contribute feedback and ideas as new processes and additional insurance activities are introduced into the team

What We Are Looking For:

• German language skills at C1 level, with confident and professional spoken communication

• Previous professional experience in the insurance industry; experience may come from any insurance area, including customer service, policy administration, claims, underwriting support, premium services, sales support or broker operations

• Strong telephone communication skills, active listening and the ability to explain insurance and payment topics in a clear, reassuring and customer-friendly way

• Customer-oriented mindset, empathy and confidence in handling sensitive or challenging conversations

• Good numerical understanding and the ability to interpret premium, payment and account information

• Accurate and structured documentation skills for maintaining complete CRM records

• Ability to work reliably within defined processes, approval levels and escalation rules

• Confidence in learning Swiss insurance terminology, client-specific products and new operational processes

• Strong attention to detail and responsible handling of confidential customer information

An Advantage, but Not a Requirement:

• Previous experience with SAP or comparable CRM, policy-administration or insurance systems

• Experience supporting Swiss customers or familiarity with the Swiss insurance market

• Familiarity with Swiss German terminology or accents

• Experience with premium collection, payment administration or account clarification

Development Opportunities:

• The initial premium-services scope represents the starting point of a broader and growing collaboration. As additional insurance processes are introduced, team members will have the opportunity to cross-train, deepen their Swiss insurance knowledge and participate in shaping new workflows.

• Depending on performance, experience and future business needs, this development may open paths towards subject-matter expertise, quality assurance, training, process ownership or team-coordination responsibilities.

Just a part of the reasons to bring your career here:

• 25 days annual holiday

• Opportunities for career progression

• Hybrid working model - Sofia & Plovdiv

• Remote working model - Varna, Burgas & Ruse

• Flexible benefit program

• Home office equipment

• Options to buy Accenture's shares

• Luxury health & dental insurance; Life insurance

• Food vouchers

• Multisport cards

• Employee assistance program

• Bonuses for special occasions

• Free language courses

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.