Claims Support Assistant - London, United Kingdom - Napo

Napo
Napo
Verified Company
London, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

About Napo:


Napo is a fast-growing Insurtech company committed to creating innovative & transparent products to help every pet owner keep their pets healthy and happy We are in the business of selling peace of mind and want people to know that Napo is a synonym for quality.

The pet insurance space has suffered from low quality and misleading products, and we want to ensure that all the Napo products are simple and have your back.


What we're looking for:

We are looking for an empathetic self-starter to join us as a Claims Support Assistant. You must be passionate about interacting with and delighting customers and putting customers' needs first. You have great adaptability, problem-solving skills and can easily focus on tasks.

You must be a team player and feel comfortable working closely on a day-to-day basis with your manager and enjoy spending two days a week with your team in our London office.


Responsibilities:


  • Be one of the first contact points for our customers supporting them through the claim journey.
  • Work closely with the claims assessment team to handle pet claims from notification to settlement.
  • Identify, support and contribute feedback to the design and implementation of internal processes and systems to help improve customer experience and maximise accuracy and efficiency.
  • Identify and escalate complaints in line with company and FCA guidelines, consulting your manager so that clear action is in hand.
  • Ensure we're compliant with legal and regulatory (FCA) policies and procedures.
  • Maintain accurate and timely records, files and databases in order to meet business needs and ensure data integrity and compliance with data protection requirements.
  • Have a passion for providing 6 customer experience.
  • Have excellent oral and written communication in English and interpersonal skills.
  • Enjoy talking to customers and solving their problems and can break down complex issues and explain them clearly and simply.
  • Are datadriven and can organise your entire workflow around metrics such as customer satisfaction and operational efficiency.
  • Are a strong team player who can collaborate across teams and key stakeholders in the business.
  • Are a selfstarter with a "cando" attitude and thrive working in a dynamic, fastpaced startup environment.
  • Want to learn and grow.

Benefits:


  • Everyone is an owner at Napo; you will receive stock options on day
  • Hybrid work environment (in the office two days per week at our new office in Chelsea, West London)
  • All the equipment for you to do your best work
  • Flexible leave policy (25 days annual holidays + bank holidays) plus your birthday off
  • Budget for personal growth and training
  • Various other benefits:
  • BUPA health insurance and unlimited GP video consultation
  • Napo insurance for your pet(s)
  • Pension scheme
  • Bike2Work scheme

Our values:


  • Be candid and authentic.
  • We bring our true selves to work who we wholly are.
  • We are transparent and are not afraid to share information with each other good and bad news.
  • Trust and care for each other.
  • We trust each other to do the right thing.
  • We are not afraid to make mistakes, and we ask for help when we need it.
  • We encourage each other; when people struggle, we help them.
  • Do the right thing.
  • We are fair to our customers, and we care about the wellbeing of their pets.
  • When facing difficult decisions, we put ethics above profits.
  • We always act in the best interest of the company.
  • We are all owners and optimise for impact.
  • We are always looking for the most impactful thing to work on.
  • We take responsibility, and we're problem solvers hold yourself and others accountable.
  • Nothing is somebody else's problem; we are collaborative and always jump in to help where needed.
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