Insurance Customer Agent

About the Opportunity

We're on a mission to make the world a better place for pets and their parents! Our Operations team are the heart of our company, making sure our customers have a best-in-class experience when choosing Many Pets to take care of their pets' wellbeing.

You'll be helping our customers through what can be a very stressful time - when they need to make a claim for their pet's health. You'll be part of a customer-centric team that always puts our policyholders and their pets first. In this role you'll provide excellent customer service at the beginning of claims journey, ensuring requests are handled properly, dealt with at pace, and always with plenty of empathy. You'll provide validation support for our customers and make sure our service and compliance standards are met - and our own financial and operational targets are achieved.

Note: This role is categorised as an Insurance Distribution role by the FCA and works under the FCA's SM&CR and Conduct Rules.

Your Focus

• Manage and handle inbound and outbound telephone calls, providing a customer-centric approach when speaking with them.
• Deliver to our financial targets and keep us in line with our service level agreements and key performance indicators.
• Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Request supporting documents from our customers to assist with the payment process.
• Make sure all fraud controls and claims processes are followed, delivering quality at every touchpoint.
• Handle all complaints constructively and in line with company and Financial Conduct Authority guidelines - escalating when a solution cannot be found.
• Learn and implement new regulatory procedures. Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience.
• Play an active part in the development and training of your colleagues, ensuring the wider team has the best cross-functional coverage.
• Identify and share feedback on trends and potential issues or risks that you see - escalating as needed.
• As your experience grows, you'll help to complete payment authorisations and quality assessments for our Level 1 and Level 2 Claims Handlers.

What Leads to Success

Here are some of the individual skills we know will enable you to succeed in this position. If you don't tick every box - don't worry. We can support you in both your personal and professional development:

• You get your "hustle" on – delivering work quickly and to a high standard.
• You're an active listener - questioning, summarising, and reflecting with understanding.
• You are customer-centric and can view what you do through customer's eyes while remaining commercially astute.
• Your colleagues describe you as flexible and adaptable - ambiguity doesn't faze you and you are someone who's focused on outcomes.
• You embrace and support the development of those around you – supporting your team through new tools, approaches, or ways of working.
• You make a good decision - trusting your own pragmatic judgment and being led by data.
• You're someone who enjoys working in a fast-moving scale-up environment, striving to make things better and challenge the status quo.

What We're Looking For

• You're already in a Customer Support, Sales or Claims role within insurance. We'd especially like to hear from people with pet insurance experience.
• As you'll be on the telephone to our customers, you'll need to be fluent in English and have a clear communication style. You'll be confident building rapport with people over the 'phone too.
• You have exceptional time management skills, and you can plan your own workload without too much supervision.
• You'll have experience of working in a regulated industry and understand how to balance "thinking big" with regulatory guidelines.
• Ideally, you have worked in a fast paced, high growth environment like ours.