Customer Care Associate

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Requirements:

• At least 1-2 years of customer service experience, preferably in the insurance industry (pet insurance experience is a plus).
• Experience in a customer-facing role (reviewing claims status, insurance contracts and policy management is highly valued).
• Excellent verbal and written communication skills, with the ability to explain complex insurance concepts clearly and concisely.
• Strong problem-solving skills and the ability to handle customer inquiries professionally and compassionately.
• Attention to detail, particularly when managing claims and updating customer records.
• Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment.
• Comfortable using CRM systems, email platforms, chat software, and other relevant tools for remote work.
• Ability to adapt quickly to new technologies and systems.
• High school diploma or equivalent; a bachelor’s degree is a plus.

Responsibilities:

• Provide exceptional service to pet owners via phone, chat, and email inquiries regarding pet insurance policies, claims, and coverage options.
• Educate customers about the various pet insurance products we offer, explaining policy details, coverage options, and premiums in clear, easy-to-understand language.
• Assist pet owners in navigating the claims process, from submitting claims to providing updates and assisting with necessary documentation.
• Address and resolve customer concerns or issues related to claims, policy changes, or billing. Ensure timely follow-ups and customer satisfaction.
• Maintain detailed records of all customer interactions, claims, and follow-up actions in our CRM system to ensure consistency and accuracy.
• Leverage our internal systems and technology tools to efficiently manage customer inquiries, update records, and track case progress. Comfort with navigating online platforms and tools is essential.
• Ensure all customer interactions and processes comply with company policies, regulatory requirements, and best practices.
• Participate in ongoing training and development to stay up to date with product offerings, system updates, and industry best practices.