Complaint Specialist

Complaint Specialist (m/w/d) In complaint management at Generali, you shape a field of activity that makes a real difference: You put the customer at the center, give their concerns weight, and contribute to resolving complaints not only effectively but also using them as valuable impulses for better processes, services, and quality. Complaint management is centrally established for Switzerland, anchored in the environment of Process Excellence, and creates the basis for effective improvements and higher customer satisfaction. Complaint Specialist (m/w/d) SUCCESS IN THE JOB? AND IN THE FAMILY. Together for real life. What to expect You take on a central role in our complaint management and accompany customer complaints independently from intake to completion You ensure that customer concerns are processed fairly, solution-oriented, and with high quality - with a focus on customer experience, transparency, and reliability You work closely with our specialist departments, coordinate the necessary clarifications, and ensure timely, consistent case management You bring your technical expertise to complex or sensitive cases, critically examine feedback, and contribute to well-founded, traceable assessments You recognize patterns and causes in complaints and derive concrete impulses for better processes, services, and technical solutions from them You create transparency with evaluations and reports and support the further development of professional and effective complaint management You actively shape a new field of activity and make a visible contribution to sustainably strengthening the customer perspective within the company What you bring You have completed commercial training or a degree in a relevant field You ideally have several years of experience in complaint management, customer service, or a comparable function - preferably in the insurance industry You have a good understanding of processes, internal control systems (IKS), and the requirements for reliable, timely case processing You analyze facts systematically and precisely and process complaint cases neutrally, traceably, and quality-consciously You have a pronounced sense of customer perspective, act service-oriented, and deal professionally with demanding complaint situations You are communicative, work gladly across departments, and convince through professional written communication, conflict ability, resilience, and team spirit You work objectively and sensitively with confidential customer and contract data You are familiar with regulatory requirements in the complaint environment (e.g., FINMA guidelines, ombudsman processes, and documentation obligations) and can categorize complaints accordingly Very good German language skills, knowledge of French is an advantage Your benefits Your office is where you are: Depending on the scope, you can work remotely up to 60% of your working time. This gives you more flexibility in your job and private life. Time for recovery, a trip, or further training: With six weeks of vacation, you have enough freedom for yourself and your interests. With us, you have a lot of freedom to make decisions, think creatively, and implement your own ideas. You shape your career yourself. With us, you will be challenged and promoted. Therefore, a wide range of internal further training is available to you for your professional future. Combining work and private life is not always easy. That's why we also offer the opportunity to work part-time. Your children come first. The subsidized nursery at our locations, which we offer, helps you to reconcile family and work well. Your next step Do you have further questions about the open position, your new team, Generali as an employer, or our corporate culture? is happy to help. We look forward to your online application. Recruiting & Talent Acquisition Specialist We, Generali Generali promotes equal opportunities. You are welcome with us, regardless of age, gender, gender identity, sexual orientation, origin, ethnic affiliation, or religion. Your salary in this position is based on your acquired professional experience, your responsibility within the scope of the position, and the local industry standards. jpidfedf03cjm jit0728jm jiy26jm