Complaint Handler

JOB SUMMARY 

The Complaints Handler responds to customer complaints in an efficient and professional way. By means of investigation and review, the role ensures that the outcome of any issues is fair and reflects our service expectations.Reporting to the Regional Leader for Complaints within the Customer Service Department, the role supports complaint handling for FOS Romania and other European markets within scope, investigating and resolving customer complaints in collaboration with the wider team.

WHAT YOU DO
Complaint Management
•    Handle customer complaints end-to-end for FOS Romania and other European markets within scope.
•    Investigate and resolve customer complaints by gathering and reviewing information from internal and external stakeholders.
•    Ensure all complaints are accurately recorded, tracked, and managed within relevant systems.
•    Support complaint resolution outcomes, including customer, client, and third-party communications.
•    Ensure all complaints are handled in line with regulatory requirements, internal policies, and service standards.
•    Manage complaint caseloads proactively, ensuring adherence to agreed timelines and escalation procedures.
Risk & Escalation
•    Identify and escalate significant customer, operational, or regulatory risks where appropriate.
•    Support the management of escalated and sensitive complaints under the guidance of senior team members.
•    Maintain clear ownership and accountability for complaints raised through multiple channels and sources.
Collaboration & Continuous Improvement
•    Collaborate with regional, operational, technical, and client stakeholders to support effective complaint resolution.
•    Monitor complaint trends, identify root causes, and contribute to corrective actions and process improvements.
•    Leverage AI tools and data-driven insights to support complaint handling efficiency and quality.
•    Contribute to continuous improvement initiatives, sharing best practices across the team.
Key Performance Areas
•    Achieve KPIs and meet SLAs, working with the team to achieve targets set for the department.

Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

WHAT YOU BRING
•    Interest or initial experience in Travel claims, medical assistance, insurance, or customer service.
•    Awareness of regulated environments and consumer duty principles.
•    Fluency in English is required. 
•    Polish language skills are highly desirable; other European languages such as French, Spanish, German, or additional EU languages are also strongly considered.
•    A customer-centric attitude with a genuine commitment to delivering high standards of care.
•    Good written and verbal communication skills, with attention to detail.
•    Organised with solid administration skills.
•    PC literate and confident in using MS Office packages, such as Word.
•    Ability to problem solve autonomously or as part of a team.
•    Self-motivated, enthusiastic, and eager to learn.
•    Flexible, with the ability to adapt to changing requirements.
•    Able to work under pressure in order to meet work timescales.
•    Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

Desirable
•    Previous experience in an insurance or assistance environment.
•    Experience dealing with customer complaints.

WHAT WE OFFER
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

109246 | Customer Services & Claims | Entry Level | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Join us. Let's care for tomorrow.