Job Description

Job Description:

Pets Best is in the process of an acquisition. If you are hired into a Pets Best role with Synchrony, you will become an employee of the new company post close of the acquisition.

About Pets Best

Pets Best was founded in 2005 and has been voted one of the Best Places to Work in Idaho five years in a row. We provide insurance coverage for dogs and cats and are the only veterinarian founded pet insurance agency in the United States. Recently we joined CareCredit, a Synchrony solution; and together we provide pet parents peace of mind and financial solutions for veterinary care when they need it most. Join our team of pet lovers who strive to treat our members and their pets like family by delivering the highest quality customer service and value

Compensation:

From day one, you'll start at $21.50 per hour and are eligible for a benefits package that include coverage for your whole family, dental & vision insurance, and a 401(k) with company match.

We’re proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.

Role Summary/Purpose:

Provides excellent customer service support to policy holders, third party referral sources, and veterinary clinics. Supports new and existing policy holders by explaining services, the claims process, and making policy changes as needed.  .

Pets Best - Hours of operation - 8am to 9pm Monday through Friday and 8am to 4:30pm on Saturdays. (Eastern)

The position offers shifts that range between an 8:30 am start time to a 12:30 PM start time with rotating Saturdays with one day off during the week.

Essential Responsibilities:

• Responds promptly and professionally to inbound calls, online chats, and emails regarding policy coverage and claims.

• Contacts new policy holders to introduce the company and explain the policy.

• Builds rapport with customer. Listens to and responds to requests and inquiries.

• Works to retain policyholders who inquire about canceling.

• Helps policyholders understand policy contract. Makes recommendations for coverage enhancements or policy changes. 

• Resource for information for team.

• Process policy changes accurately.

• Communicates premium payment information. Impact to policy premium, payment plan options, one-time payments and alternate payment arrangements.

• Contacts policyholders regarding non-payment cancellations.

• Manages and utilizes time effectively to ensure department and individual goals are achieved.

• Documents all policyholder interactions and places policy in follow-up if applicable.

• Utilizes technical systems effectively and efficiently.

• Assists with projects either in the Customer Care department or outside the department.

• Attends and participates in team meetings as needed. 

• Daily contact with all internal departments as well as policy holders, veterinarians and clinic staff. 

• Performs other duties as assigned. 

Qualifications/Requirements:

• 2+ years’ experience in insurance claims processing or customer support.

• Active Property & Casualty (P&C) Producer License

Desired Characteristics:

• Strong customer service skills.

• Ability to review, record and organize written data from a variety of sources with no prescribed format is essential.

• Excellent oral and written communication skills

• Training or education in medical terminology or veterinary technician support a plus.

• Education in medical terminology or veterinary technician support is a plus. 

Grade/Level: 05

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test and submit to a background investigation as part of the onboarding process

• You must be able to satisfy the requirements of Section 1033(E) Of the Violent Crime Control and Law Enforcement Act Of 1994

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Our Commitment:

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8  Diversity Networks+ , with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.

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