Call Center Agent (m/f/d)

130 years of trust, time to shape what's next. Allianz Group is one of the world's leading insurers and asset managers - built on over a century of stability, expertise, and financial strength. Allianz Services is where that legacy meets the future. 8,200+ people. Eight countries. Three continents. We deliver specialized services to clients within Allianz Group, powered by AI, advanced analytics, and a mindset that refuses to stand still. From core insurance operations to engineering and consulting services, we reimagine how insurance works. What truly sets us apart are our people and the trusted partnerships we build, anchored in our values of expertise, integrity, and empowerment. We don't support the business. We shape it.

Role Overview

As an Agent, the profile is to proactively manage and effectively handle all Customers, Third Party and Experts to lodge a claim, provide service assistance to the claims, set up claims across various systems to assist the overall Claims Handling journey, Input and authorize payment (if needed) and settle claims within agreed authority level, ensuring accurate indexing and update of the claims file.  

What you do

•    Handle inbound calls from private and corporate customers, partners, providers, and intermediaries, ensuring the accurate execution of all operations available on the partner's platform
•    Deliver customer service across the areas of production and claims management (all branches except auto)
•    Conduct proactive outbound contacts with clients if required, ensuring timely feedback and effective follow-up on ongoing processes
•    Communicate clearly and effectively to identify client needs and expectations, proposing appropriate solutions
•    Meet individual and team service level targets by ensuring the efficient management and processing of requests through the workflow management system
•    Ensure the accurate and timely handling of all incoming requests within established deadlines
•    Provide immediate and effective support in emergency situations, ensuring maximum assistance to clients
•    Actively contribute to continuous improvement initiatives by identifying and implementing enhancements to processes, organisational workflows, and customer service quality

What you bring 

•    Level of education: 12th grade, university course or degree
•    Call center experience (desired)
•    Proven experience in the insurance sector (desired)
•    Good interpersonal skills, operating as part of a team, participating, collaborating with team members on projects
•    Strong verbal and written communication skills
•    Empathy and focus on customer satisfaction 
•    Agility with technology and multitasking capacity 
•    Ability to work independently and collaboratively with cross-functional teams
•    Fluency in Portuguese and / or Spanish
•    Knowledge of English language (desired)
•    Good ability to work in pressurized environments

What we offer

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach
• Integration into a company certified as a Great Place to Work in 2026