Customer Care Specialist

PetExpert by Trupanion is a leading provider of pet health insurance, committed to ensuring that dogs and cats receive top-quality care when they need it most. Our mission is to make veterinary care more accessible and affordable, giving pet owners peace of mind and financial support in times of unexpected health concerns. As we continue to grow in Belgium, we are seeking a Pet Insurance Service Coordinator to join our team.

Position Summary:

As a Customer Care Specialist, you will play a key role in delivering an outstanding experience for our clients. Your responsibilities will include assisting pet owners by providing detailed information about our policies, facilitating enrollments and retention, and conducting claims assessments. Additionally, you maybe required to handle ad-hoc administrative support tasks, ensuring high-quality communication between the company and its service providers. The ideal candidate is a team player with strong problem-solving skills, attention to detail, and excellent communication abilities. A hands-on approach and, most importantly, a passion for supporting pets and their owners are essential for success in this role.

Key Responsibilities:

Customer Engagement & Sales

• Act as a primary contact for PetExpert customers, providing exceptional service and support.
• Educate potential and existing members on the value of our pet insurance, guiding them through the enrollment process.
• Handle inquiries, policy changes, and retention efforts using consultative and assumptive closing techniques.
• Manage sensitive situations with empathy and professionalism while assisting clients with various concerns.
• Utilize multiple systems to support clients and veterinary partners while ensuring accuracy in data entry.
• Proactively identify opportunities to enhance member experience and contribute to process improvements.

Claims Processing & Review

• Evaluate submitted claims by reviewing clinical notes, invoices, and medical records to determine eligibility.
• Accurately enter claims data into internal systems.
• Contact pet owners and veterinary clinics to request additional information and provide claim updates.
• Maintain a high level of accuracy and productivity in claims processing.

Administrative Support

• Support with establishing and maintaining internal documentation processes.
• Support cross-functional teams with various operational initiatives and other ad-hoc tasks

Qualifications & Experience:

• Fluency in Dutch and French
• English written and spoken
• Proficiency in Microsoft Office applications and data entry.
• Secondary education is a must. Bachelor’s or master’s Degree is a plus
• Work experience in a veterinary related environment is a plus.

Soft skills and personality traits:

• Team player with an open and collaborative mindset
• Excellent communication skills
• Comfortable with high-volume multitasking and working in a dynamic environment.
• Customer-centric and hands-on approach.
• Passion for pets

Work Environment & Schedule:

• Full-time role
• Location: our office is in Brussels Nord. However, at PetExpert by Trupanion we believe in a flexible workplace. So this is primarily an in-office position with possibilities to work from home.

Compensation & Benefits:

• Competitive salary with performance-based bonuses.
• 25 holiday leave days.
• A fun and inclusive workplace
• International environment

Reporting line:

• The position directly reports to the Country Manager for Belgium with a dotted line to the Group’s functional lead (Director of International Operations).

Our Values:
We believe in teamwork and continuous growth, embracing the following principles:

• Caring: We assume positive intent and support each other.
• Collaborative: We work together toward shared goals.
• Courageous: We take risks and make bold moves.
• Curious: We seek new knowledge and growth opportunities.
• Honest: We practice candid communication and transparency.
• Inclusive: We value diverse perspectives and backgrounds.
• Nimble: We adapt quickly to change and innovation.

All your information will be kept confidential according to EEO guidelines.