Customer Service Champion, Pet Insurance

Illinois Department of Human Services

. Support customers via live chat, email and outbound calls across product queries, quotes, policies, billing and renewals .

Posted 10/20/2026full-timeRemote • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service within the pet insurance sector, with a strong focus on clear communication, objection handling, and compliance with FCA, GDPR, and Consumer Duty requirements. Proven ability to maintain accurate records and enhance customer experience through effective problem-solving and administrative accuracy.

Highest-signal resume keywords

Pet Insurance ExperienceCustomer Service SkillsObjection HandlingCRM Systems ProficiencyAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Policy AdministrationMTA ProcessingRenewal ManagementBilling UpdatesCustomer Record Maintenance

Soft Skills

Clear CommunicationEmpathyProblem SolvingCustomer FocusAdministrative Accuracy

Tools & Technologies

CRM Systems

Industry Keywords

FCA ComplianceGDPR ComplianceConsumer DutyPet Insurance Sector

About the role

Key responsibilities & impact

Support customers via live chat, email and outbound calls across product queries, quotes, policies, billing and renewals
Deliver clear, empathetic and easy-to-understand communication
Handle renewal and retention conversations, including premium increases and cancellations
Apply objection-handling techniques to retain customers and build trust
Process policy changes, MTAs, renewals and billing updates accurately
Maintain accurate customer records in line with compliance standards
Gather additional information to support underwriting decisions
Resolve first-line complaints and escalate where needed
Ensure activity aligns with FCA, GDPR and Consumer Duty requirements
Identify opportunities to improve customer experience and team processes

Requirements

What you’ll need

Proven experience in the pet insurance sector
Experience in customer service within pet insurance
Experience handling live chat, email and outbound calls
Clear, confident communication across all channels
Strong written and verbal communication skills
High attention to detail and strong administrative accuracy
Confidence in objection handling and explaining policy terms clearly
Experience using CRM or policy administration systems
Calm, customer-focused approach to problem solving and objection handling
Genuine passion for helping customers and delivering great service
Commitment to doing the right thing for customers, their pets and the business
Understanding of MTAs, renewals and retention (desirable)

Benefits

Comp & perks

Travel expenses covered for required travel up to once per month
Supportive, pet-loving team environment
Opportunity to help build a best-in-class insurance experience
Diversity and inclusion commitment