Customer Service Agent

Independence Pet Group

2d•Remote

About The Position

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. Pets Best, a subsidiary of IPH, is building a digital first pet e-commerce platform with the aim of connecting key market services such as adoption, lost pet and insurance to make pet care easy. Job Summary: Pets Best is seeking a P&C Licensed Customer Care Representative who will report to the Manager, Customer Care. Customer Care Representatives are responsible for providing excellent customer service support to policyholders, third party referral sources, and veterinary clinics. Supporting new and existing policyholders by explaining services, the claims process, and making policy changes as needed. Job Location: Remote - USA

Requirements

2+ years’ experience in insurance claims processing or customer support.
Active Property & Casualty (P&C) Producer License
Bandwidth/ Internet requirements Up to 30Mbps (Download) | 5Mbps (Upload)
You must be 18 years or older
You must have a high school diploma or equivalent
You must be willing to submit to a background investigation as part of the onboarding process
You must be able to satisfy the requirements of Section 1033(E) Of the Violent Crime Control and Law Enforcement Act Of 1994

Responsibilities

Responds promptly and professionally to inbound calls, online chats, and emails regarding policy coverage and claims.
Builds rapport with policyholder, by using customer service skills to listen, understand and respond to requests and inquiries.
Works to retain policyholders who inquire about canceling, by making recommendations for policy changes or coverage enhancements.
Helps policyholders understand their policy coverage, claims processing and reimbursement process.
Demonstrates ability to work in a metric environment and meeting performance expectations.
Maintains understanding of federal and state regulations to include compliance.
Ability to utilize multiple technical systems effectively and efficiently.
Perform other duties and/or special projects as assigned