Pet Insurance Member Support Representative

The Pet insurance Industry is growing. Are you an experienced Pet Insurance Member Support Representative looking to further your skills while working from home? Join the AdStrat Team! AdStrat has partnered with some of the premier pet insurance providers in the U.S. to assist in processing claims. We are looking for dedicated individuals who want to work from home in an exciting opportunity that utilizes their pet insurance claims processing skills. This is a 1099 full-time position. Experience with clinical veterinary medicine, vet tech experience, medical terminology, and customer service background is needed. Schedule:The schedule will be Monday – Friday, with the possibility of weekend work.As a Member Support Representative, you’ll be our valued policyholders' first point of contact, assisting them with policy management, billing inquiries, and initial questions. Your role will ensure a seamless and positive customer experience for pet owners navigating their insurance needs. Who We’re Looking For:We’re seeking a Veterinarian Professional with a passion for customer service and pets! The ideal candidate thrives in a fast-paced environment and enjoys solving problems creatively whilekeeping a customer-first mindset. To succeed in this role, you should:

• Be detail-oriented and organized, capable of juggling multiple tasks while maintaining accuracy.
• Have strong interpersonal and communication skills, with the ability to explain complex insurance concepts clearly and empathetically.
• Be a proactive problem-solver who takes ownership of customer issues and resolves them efficiently.
• Bring a positive and professional attitude to every interaction, maintaining a high standard of service excellence.
• Adapt quickly to new technologies and processes in a dynamic, remote work setting.
• Have previous experience in the pet insurance industry or at a veterinary clinic (preferred but not required).

If you love pets and are looking for a rewarding role where you can make a real difference in the lives of pet owners, this position is for you! Responsibilities:As a Member Support Representative, you will be key in delivering exceptional service to our policyholders. In this role, you will:

• Assist customers with policy management: Guide members through policy changes, renewals, and cancellations, ensuring all updates comply with company guidelines.
• Address billing inquiries: Resolve questions about premiums, payments, and refunds while maintaining accurate account records.
• Provide initial claims support: Explain the claims process, clarify required documentation, and answer questions about coverage, exclusions, and timelines.
• Educate customers on Odie products: Explain plans and services to help them select the best pet options.
• Handle escalations effectively: Manage complex or sensitive customer issues with care, escalating when necessary while ensuring a smooth resolution.
• Proactively identify opportunities: Suggest ways to improve member satisfaction, including up selling or recommending additional coverage options.
• Collaborate across teams: Work closely with internal departments such as underwriting, claims, and operations to ensure timely and accurate customer support.
• Maintain comprehensive records: Document all customer interactions, issues, and resolutions in our CRM system to ensure seamless follow-up.
• Stay informed: Review updates to policies, procedures, and state regulations regularly to provide accurate and compliant service.

Ensuring a positive and seamless experience will help build customer loyalty and strengthen Odie’s reputation as a trusted pet insurance provider. Requirements:

• This position requires availability from Monday to Friday, 8am to 5pm CST.
• 4+ years of experience at a veterinary clinic is required.
• 3+ years of experience in a member support role within the pet insurance industry is required.
• Insurance P&C license is requested but not mandatory.
• Candidates must reside in the U.S.

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