The Opportunity

We're on an impressive journey to make the world a better place for pet-parents.  We have ambitious growth plans and ManyPets has seen huge success since we launched In the USA earlier in 2021.   (We're now live In 28 states and cover 35% of the market - with more to come over the next 12 months!)  In this role, you’ll help our customers through the claims process, ensuring claims are handled properly, dealt with at pace, and always with empathy.

This is an amazing opportunity to be one of the first on the ground in our new Claims team, helping to set the standards and build the culture as we grow. You'll be part of a customer-centric team that always puts our policyholders and their pets first. This is an exceptional opportunity to work with the freedom and innovation that comes from a start-up, coupled with the security and support of our wider global company behind you. 

Your Focus

• Helping customers define their insurance needs and answering any questions during the quote journey, closing sales through exceptional customer service.
• Swiftly and accurately processing pending claims in accordance with our company policy, policy terms and conditions, and the Department of Insurance ("DOI") regulations.
• Managing a wide range of customer queries and requests through several channels (email, telephone, social media etc.)
• Providing superb customer support to policyholders, allowing them to promptly resolve questions and complaints. You'll make sure their needs are understood and our service standards are maintained.
• Handling any complaints constructively - in line with company and DOI guidelines.
• Escalating tricky complaints to the Team Leader as needed, ensuring a prompt and effective resolution.
• Carrying out investigations to ensure all relevant documents and information have been evaluated and checked, prior to completing the claim.
• Identifying possible fraudulent or questionable claims and alerting your Team Leader to any potential risks.
• Adhering to our legal and regulatory (DOI) policies and procedures, ensuring compliance with requirements.
• Playing an active part in the development and training of your peers - ensuring the wider team has the best cross-functional coverage.
• Identifying and sharing trends and potential issues or risks - escalating them as needed.
• Providing feedback for development of new products by the Product team.
• Championing product and process improvements to benefit the overall customer experience.

What Leads to Success

Here are a few of the skills we are looking for in this position. Don’t worry if you don’t tick every box as it’s important for us to support you in your role and help you to develop along the way.

• You'll have high emotional intelligence and you’re known for your empathy and compassion.
• You're an active listener - questioning, summarizing, and reflecting with understanding.
• Your colleagues describe you as flexible and adaptable - ambiguity doesn't faze you and you are someone who's focused on outcomes.
• You're all about customers! You get under the skin of our customers which allows you to create the best outcomes for our policyholders.
• You have exceptional time management skills - you can easily plan your own workload and don't need too much supervision to get things done.
• You make a good decision - trusting your own pragmatic judgment and being led by data.

What's Important

• You'll likely be from a veterinary background - you could have experience as a technician, receptionist or hospital manager.
• You'll bring high accuracy, quality, and attention to detail - with experience of managing complex documentation and regulated record-keeping.
• Insurance and Claims experience a plus, ideally in pet or health product lines.
• You'll be licensed as a property and casualty producer and adjuster - or be willing to obtain yours within first 30 days.
• As you'll be on the telephone to our customers, you'll need to be fluent in English and have a clear and confident communication style.
• Ideally, you'll have an Undergraduate degree in Animal Science or a related field. We appreciate that not everyone is able to attend further education, so we're also very open to life experience as well as formal qualifications.