Senior Pet Insurance Customer Success Agent (Remote)

About Us:

Trusted Insurance Services is a UK Insurtech specialising in pet insurance. We operate the leading brand Frank Pet Insurance (frankpetinsurance.co.uk). Our mission is to provide affordable protection, prevention and care to every dog and cat with the help of the latest technology and an expert team.

Role Overview:

We are looking for a kind and professional individual to join our team of pet insurance experts. As an experienced Senior Pet Insurance Customer Success Agent, you will play a crucial role in ensuring that customers’ queries are handled promptly and fairly while working closely with the Customer Success Manager and other team members.

The ideal candidate will have:

-A desire to be a policy wording expert to ensure decisive and confident customer query resolutions.

-Previous experience working as a senior pet insurance claims assessor or for a vet practice.

-Previous experience in complaints handling.

-Professional communication skills in daily customer interactions.

-Enjoy working in a fast paced and collaborative team environment.

-An openness to embrace new technologies.

-Provide guidance, training and support to other agents, contributing to the collaborative and learning-oriented environment.

-Handle complex and escalated queries, working closely within the management team to resolve any issues.

-Stay updated on industry trends, regulations, best practices, and the latest innovations to continuously improve the customer success processes.

-Support other departments as the need arise.

Qualifications:

– Minimum of 5 years’ experience in pet insurance claims assessment and customer complaints handling.

– Excellent analytical skills with a keen eye for detail.

– Relevant certifications in insurance or related fields are advantageous.

Why Join Us:

– Opportunity to join a fast-moving team of pet experts, all focused on making things better for pets when they need it most.

– Work on a brand new purpose built system.

– Collaborative and inclusive work environment.

– Continuous learning and professional development opportunities.

– Extremely competitive salary.

– Remote working is encouraged.

To apply, please submit your CV and a cover letter detailing your relevant experience and why you’re the perfect fit for this role.

Application deadline: 17 January 2025