Bilingual Customer Service Analyst (French and English)

Do you enjoy solving problems while providing support and reassurance to customers?

At Allianz Partners, we help millions of people around the world every year through innovative solutions in the Travel and Assistance sectors. We put people at the heart of everything we do and foster an international, inclusive, and excellence-driven environment.

What You Will Do

As a Bilingual Customer Service Analyst, you will be responsible for opening, managing, and closing insurance claims for our various partners. You will ensure a high level of customer service throughout the insured customer's journey, strictly adhering to operational procedures, deadlines, and quality standards.

Your role is essential: you will support customers with empathy and professionalism, from the initial claim notification through to final settlement, while ensuring efficiency and compliance throughout the process.

Key Responsibilities

• Answer calls and manage various communication channels (FNOL - First Notice of Loss), providing prompt, clear, and empathetic assistance to customers, beneficiaries, partners, and service providers.
• Analyze and validate claim coverage according to policy terms and conditions, communicating acceptance or rejection decisions transparently.
• Coordinate services with appropriate suppliers and service providers, ensuring thorough follow-up until the claim is fully resolved.
• Review loss adjuster reports, quotations, assessments, and partner requests.
• Perform preliminary cost analysis, validate amounts, and ensure compliance of compensation payments.
• Calculate and communicate deductibles and compensation amounts while maintaining accurate claim monitoring.
• 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.

Benefits and Working Conditions

• Location: Rua Miguel Serrano, No. 7, 5th Floor - Miraflores Premium III Building, 1495-173 Algés, Portugal.
• Contract: 6 months, with the possibility of renewal based on performance.
• Paid initial training (3 weeks).
• Daily meal allowance of €12.40 per working day, paid via card.
• Transportation allowance of €20.
• Annual performance bonus of €500.
• Working hours: 08:00 to 17:00 or 09:00 to 18:00. Rotating days off, with Sunday as a fixed day off and the second day of rest determined according to the work schedule.
• Hybrid working model from the 6th month onwards (2 days in the office and 3 days working remotely).

What you will bring

• Completion of secondary education or equivalent technical qualification (mandatory).
• Fluency in French and Portuguese or French and English (minimum B2 level - mandatory).
• Valid authorization to work in Portugal (mandatory).

Key Skills Competencies

• Strong customer focus, with empathy and excellent communication skills.
• Analytical thinking and decision-making abilities.
• Strong organizational skills and the ability to manage multiple cases simultaneously.
• Dynamism, resilience, and adaptability in demanding environments.
• Team spirit and the ability to collaborate across different functions.

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.

101923 | Customer Services & Claims | Professional | [[filter11]] | 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. We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future - for our customers and for 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. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of race, 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.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz' company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.