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Posted: 9/21/2026Senior Claims Service Champion – Pet Insurance
Illinois Department of Human ServicesCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in pet insurance claims management, including customer service excellence, complaint handling, and process improvement. Proven ability to mentor team members while ensuring compliance with regulatory standards such as FCA and GDPR.
Highest-signal resume keywords
Pet Insurance ExperienceCustomer Service ExcellenceMentoring And CoachingComplaint HandlingProcess Improvement
About the role
Key responsibilities & impact- Handle all claim submission types, including urgent, high-value and sensitive cases
- Communicate with customers and vets, gather required information and provide proactive updates
- Make outbound calls to clarify details, provide reassurance and ensure claims are ready for assessment
- Act as an escalation point for vulnerable customers, complex situations and claim-related complaints
- Review and approve communications from junior team members
- Provide guidance, mentoring and coaching
- Support onboarding and training while sharing best practice and ensuring team quality
- Identify process bottlenecks and suggest improvements to customer and vet experiences
- Support Claims Assessors by ensuring claims are accurately triaged and complete
- Contribute to automation and digital improvements operationally
- Handle early-stage complaints with empathy and accuracy
- Record complaint details in line with FCA requirements
Requirements
What you’ll need- Proven experience in the pet insurance sector
- Customer service experience within pet insurance, including time in a senior role
- Strong working knowledge of Consumer Duty, GDPR, vulnerable customer needs and complaints processes
- Exceptional written and verbal communication skills, including handling sensitive conversations
- Proven ability to mentor and support others
- Strong accuracy and attention to detail
- Ability to manage complex or urgent claim scenarios with professionalism and empathy
- Knowledge of complaints handling, claims lifecycle or digital/AI tools (desirable)
- Calm, reassuring communication style, especially with vulnerable customers or sensitive cases
- Passion for creating smooth, efficient customer and vet experiences
- Ownership, accountability and proactive problem-solving approach
- Mindset focused on service quality, process improvement and continuous learning
Benefits
Comp & perks- Travel expenses covered for required travel up to once per month
- Supportive, pet-loving team
- Opportunity to shape a new insurance experience
- Training and onboarding support
- Professional coaching and development through mentoring and best-practice sharing
- Opportunity to contribute to automation and digital improvements
- Commitment to diversity, inclusion and respect
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Claims Lifecycle KnowledgeAttention To DetailDigital/AI Tools KnowledgeConsumer Duty KnowledgeGDPR Compliance
Soft Skills
Exceptional Communication SkillsEmpathyProblem-SolvingCalm Communication StyleOwnership And Accountability
Industry Keywords
FCA RequirementsVulnerable Customer NeedsClaims AssessmentCustomer ExperienceProcess Bottlenecks