Senior Claims Assessor

**About this role**:
We are looking for an empathetic self-starter to join us as a Senior Claims Assessor.

You're passionate about delighting customers, providing world-class customer service throughout the claims process, and training others to your high standards.

You will provide new and continual training to your own team of Claims Assessors, ensuring service and compliance standards are met, operational targets are achieved, and your team are supported and treated with Napo’s values.

To succeed in this role, you must be adaptable, have very high attention to detail and most importantly, have a customer-first mindset.

**Our Mission**:
Napo is an Insurtech start-up committed to creating innovative, customer-centric and transparent products & services to help pet owners keep their pets healthy and happy. Pet ownership surged amid the pandemic, but the trend has unwittingly highlighted how poor the sector’s digital offering is. We are focusing on disrupting and reimagining the pet insurance market by bringing a lot more value to pet owners and their pets on an ongoing basis.
- You have worked as a Senior Claims Assessor within pet insurance for a minimum of 1 year, and have at least 2 years of experience assessing pet insurance claims
- You have at least 1 year of customer service experience
- You have experience of training claims assessors and providing them with support and feedback
- Proven excellent verbal and written communication in English
- Have high attention to detail in documentation and record-keeping
- Strong problem-solving and communication skills
- Good knowledge and understanding of anatomy and physiology
- Desire to work in a dynamic, fast-paced startup environment

**What you will do**:

- Train new and existing Claims Assessors to handle pet claims from notification to settlement, validating policy cover and the claims. You will ensure fraud controls and claims processes are followed, and that required investigations are carried out to ensure all relevant documents and information have been evaluated prior to the decision on the claim.
- Carry out checks and audits on the work of the Claims Assessors you are responsible for, to ensure a high level of accuracy is maintained at all times.
- Provide support and promote the values of Napo to your team, as their first point of contact, ensuring that any potential issues are referred appropriately.
- Review pre-authorisations and re-assessments from notification to settlement, in line with internal and external procedures.
- Implement company, legal and regulatory (FCA) policies and procedures to ensure compliance with requirements.
- Handle complaints constructively and in line with company and FCA guidelines, consulting your manager when a solution cannot be found, so that clear action is in hand and the customer is aware, escalating any unusual or difficult queries or situations appropriately to ensure prompt resolution.
- 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. Work collaboratively with colleagues across the company to promote awareness of customer needs.
- Maintain accurate and timely records, files and databases to meet business needs and ensure data integrity and compliance with Data Protection requirements.
- Using our data, identify and share awareness of potential trends, issues or risks and escalate appropriately.

**What we offer**:

- Competitive salary plus a generous stock options package.
- Flexible and remote-friendly work environment (for now, we would ideally love to have people in the office 2 days per week - we have a nice office in central London).
- The necessary equipment for you to do your best work (Macbook Pro, secondary screen, etc.).
- Flexible leave policy (28 days annual holidays - including bank holidays) and we think you should get your birthday as a holiday too
- Budget for personal growth and training.
- An annual company retreat.
- Some of our benefits:

- BUPA health insurance
- Pension scheme
- Unlimited GP video consultation (free Babylon Health membership)
- Free Napo pet insurance
- A lot more great stuff (feel free to ask)

**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 well-being 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 o