Embrace

Agent

• Develop and implement strategies to retain existing customers
• Communicate with customers via phone, email, and chat to address concerns and resolve issues
• Identify causes of customer dissatisfaction and resolve underlying problems
• Work with other departments to resolve customer concerns and ensure timely resolution
• Monitor customer retention metrics and report trends to the management team
• Stay up-to-date on product and industry trends to better serve customers
• Identify and implement process improvements to improve customer experience and retention rates

Retention Agent

Technical Product Manager

• Work with other Technology areas to make tactical decisions about product functionality
• Manage projects that consist of a single development team
• Propose and manage demand for application work
• Manage projects through all phases and milestones
• Manage product feature/capability sets for business solutions
• Perform market and competitor analysis
• Perform other duties and responsibilities as assigned

Senior Technical Product Manager

Claims Specialist

• Review, evaluate, and settle wellness, illness, and accident claims
• Calculate coverage amounts accurately and efficiently while minimizing errors and processing time
• Follow up with pet parents and veterinary clinics for additional required information
• Respond to pet parents’ phone, email, or web inquiries about claim-related questions
• Meet processing efficiency goals set by the Claims Leadership Team
• Generate ideas to improve protocols, customer satisfaction, and service levels
• Take personal responsibility for claims department tasks and follow through on assigned work
• Seek assistance when unsure of procedures or protocols
• Answer questions, provide insights, and complete claims-related tasks for other departments as needed
• Communicate with pet parents and veterinary clinics regarding claims-related questions

Claims Adjuster, Associate

Customer Support

• Respond to 70–90 phone calls per day while providing exceptional customer service
• Answer customer emails promptly and address inquiries and concerns professionally
• Assist other departments with policy procedures and adjustments
• Help pet parents understand coverage and options, review claims, and maintain and adjust new and existing policies
• Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources
• Handle emotionally challenging, intense, and stressful situations with grace and resilience
• Perform other duties as assigned

Retention Agent

Senior Technical Product Manager

Claims Adjuster, Associate

Bilingual Customer Care Agent, Spanish