Insurance Customer Service Specialist (German C1) – Premium Support

About the role

Accenture is expanding its Insurance Operations team and is looking for experienced insurance professionals to support a leading client in the Swiss market. This is a hybrid customer service role combining phone-based customer interactions with back-office insurance support, focused initially on premium and payment enquiries. The scope is expected to grow as the collaboration develops, giving team members the chance to broaden their insurance expertise.

Key responsibilities

• Provide professional, customer-focused support exclusively by telephone
• Explain premium status, outstanding amounts, fees and payment due dates, and clarify invoice and payment history questions
• Process instalment-payment arrangements and explain premium adjustments, effective dates and payment method changes
• Update customer, policy and payment information in the CRM and insurance administration systems, and document every call
• Create follow-ups and escalate complex or legally sensitive cases to the specialist team
• Follow quality, compliance, data-protection and customer-identification requirements and contribute feedback on new processes

Required profile

• German at C1 level, with confident spoken communication
• Previous insurance experience (customer service, policy administration, claims, underwriting support, premium services, sales support or broker operations)
• Good numerical understanding and accurate, structured documentation skills
• Reliable within defined processes and escalation rules, with attention to detail and confidentiality

Required skills

• Clear, customer-friendly explanation of insurance and payment topics
• Confidence learning Swiss insurance terminology and client-specific products
• Advantage: SAP or similar CRM/policy-administration systems, Swiss German terminology, premium collection or account clarification experience

What we offer

• 25 days annual holiday and flexible benefit program
• Hybrid or remote working depending on location (Sofia/Plovdiv or Varna/Burgas/Ruse)
• Career progression, home office equipment, food vouchers, multisport cards and employee assistance program
• Bonuses, free language courses and options to buy Accenture shares