Insurance Agent - Service Agent

Established in 2021,Independence Pet Holdingsis 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. 

Established in 2021, Independence Pet Holdings (IPH) 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 includes our own insurance carrier, insurance brands and partner brands.   

PetPartners,a subsidiary of IPH,is an ensemble of seasoned industry experts who are working to strip away all the complexities that don’t add real value to pet insurance coverage. We’re delivering solutions that make it easy for employers to offer this sought-after benefit in a way that’s painless and worry-free – a truly one-of-a-kind approach to pet insurance.  

Job Summary:

Pet Partners is seeking an Insurance Agent- Service Agent to be responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues in a timely and professional manner.

Job Location:  Remote

Main Responsibilities:

• Customer Interaction & Inquiry Management:
  • Respond to internal and external inquiries within stated service level agreements (SLAs).
  • Manage incoming contacts regarding member questions, customer complaints, product inquiries, warranties, and general customer concerns in accordance with quality and processing guidelines.
• Problem Resolution & Account Analysis:
  • Analyze, research, and resolve problems and discrepancies for member accounts.
  • Cross-train and provide assistance to team members as needed, contributing to overall team effectiveness.
• Policy & Compliance Maintenance:
  • Maintain product knowledge and awareness of customer service policies and/or store policies.
  • Ensure understanding and compliance with federal and state regulations.
• Sales & Retention Efforts:
  • Participate in solution innovation, sales, and retention efforts with current and new clients.

Additional Duties:

• Perform other duties and responsibilities as assigned.

Licenses/Certifications:

• Must have and maintain a Property & Casualty License or obtain within 45 days of hire.

Level-Specific Responsibilities:

• Respond to inbound support issues, utilizing prepared Question & Answer documents to resolve simple complaints and answer general customer inquiries.
• Work independently under limited supervision for routine situations.
• Provide assistance and training to team members and colleagues as needed.

Accountability/Complexity:

• Manage routine customer inquiries with limited supervision and escalate more complex issues when necessary.
• Continue to develop skills in a structured yet flexible environment.

Experience Requirements:

• Minimum 2 years of relevant experience in customer service, call center, or a similar field.

Education Requirements:

• No formal education requirement.

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All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)