Insurance Customer Service Specialist with German language
Accenture · Sofia
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 hybrid customer service role that combines phone-based customer interactions with back-office insurance support activities. It is ideal for individuals who enjoy simplifying complex insurance topics for customers while also managing administrative and operational insurance-related processes accurately and efficiently. 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 insurance-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.
#LI-EU
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.