Senior Process Associate

Primary Skills:

• A minimum of two (2) years in a customer-facing role, with a preference for supporting customers in Chat

and Email formats

• Ability to multitask and handle up to three chat/emails simultaneously
• Ability to adapt quickly in a fast-paced, ever-changing environment and operate multiple computer.

systems simultaneously

• Experience working with customers digitally or on the phones
• Proficient in applications such as chat platforms and phone applications, Google-Suite applications and

various Internet browsers

• Excellent time management skills
• Demonstrated ability to communicate, professionally, and effectively in writing
• Passionate about helping people and their pets through both the good and tough times
• Patience and confidence when working with policyholders who need a helping hand
• Respond to policyholder inquiries, maintain documentation of communication, and existing issues and

issue resolution, related to complex inquiries and escalates appropriately when needed

• Ability to apply initiative and judgment to define and perform complex tasks and see the bigger picture
• Excellent team player; proven ability to apply innovative ideas and critical thinking.

Roles:

• Respond promptly and professionally handling 3 concurrent chats.
• Respond to emails when not on chats.
• Handle sensitive situations involving sick or injured pets with kindness, compassion, and professionalism.
• Assist customers in policy-related queries, claims, billing, or coverage details with accurate information and practical solutions.
• Assist customers in navigating through self-service applications and troubleshoot login issues.
• Empathize and guide future customers and current policyholders.
• Accurately log all customer interactions within insurance compliance standards.
• Adhere to established response time and quality standards to ensure a seamless customer experience.
• Escalate complex issues to the appropriate department and follow up to ensure resolution.