Service Centre Team Leader (Ref. No.: 87246)

Place of work
Mlynské nivy 12, Bratislava
Contract type
Wage (gross)
From 1 700 EUR/monthMinimum base salary for this job from 1700 EUR gross/month/full time. Our offer to you may be higher based on your skills and experience and will include additional rewards and benefits.*

Information about the position

Job description, responsibilities and duties

This is a rare opportunity to join a new business unit within an established company; combining the dynamic spirit of a start-up with the backing of Swiss Re's strong organisation. We are a young and motivated team, organised to provide creative solutions for insurance distributors that engage with consumers in non-traditional ways. For our Service Centre team, customer experience and service are paramount. We empower our team members to affect positive changes through customer interactions.

As a service centre team leader, you are leading a team that will represent the company to the customer whether it be over the phone, through email or letters. You seek to create a positive experience for the customer by both you and the team answering questions, handling complaints and troubleshooting problems in each interaction. In addition, you will ensure that you and the team process customer policy changes in the backend system, prepare correspondence, conduct initial claim triage and liasion with other teams including Operations, Finance and Compliance.

Responsibilities include:
• Providing adequate training of team service agents on how to deal with policy holders. Continuous development of team to improve skills and career development
• Ensuring team take ownership of customer queries to ensure great outcomes for both them and the company
• Ensuring team respond to customer queries via phone, email or letters about the product and policy they have purchased
• Ensuring eam executes changes to a policy as requested by a customer
• Conduct the initial evaluation of customer claims
• The team adequate investigates and respond to customer complaints
• Review and continual enhancement of operational processes to further automate and improve
• Close liasion with other teams including Operations, Finance and Compliance.

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2) or German - Upper intermediate (B2)

Personality requirements and skills

• Experience leading a service centre team
• Exceptional customer service, active listening and verbal and written communication skills
• High level of customer orientation with the ability to show empathy and patience with customers
• Ability to work in a fast-paced environment
• Fluent in English and German
• Experience in primary insurance
• Good MS office and data entry skills

*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re.

We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity – diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences – at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.
We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.


Brief description of the company

As the world 's leading reinsurance company, Swiss Reinsurance Company, based in Zurich, Switzerland, we specialize in covering concepts in capital and risk management.
We combine financial strength with experience, knowledge and creative thought to exploit new opportunities in the interests of our clients, staff and shareholders. Opportunities for you. Opportunities for us.

Number of employees

1000 and more employees

Company address

Swiss Re Management AG
Mlynske Nivy 12
811 09 Bratislava


Contact person: Sona Pavlovkinova

ID: 3828341  Dátum zverejnenia: 11.2.2020  Základná zložka mzdy (brutto): 1 700 EUR/month