Complaints Specialist, Cover Genius
$56-86k
+ Stock options and opportunity for additional earnings through our annual bonus or variable commission plans
More information about location
B2B insurance and warranty API
Job no longer available
B2B insurance and warranty API
501-1000 employees
Job no longer available
$56-86k
+ Stock options and opportunity for additional earnings through our annual bonus or variable commission plans
More information about location
501-1000 employees
Company mission
To protect all the customers of the world’s largest digital companies.
Role
Who you are
- 2 years experience in all aspects of complaints handling
- Adjusting licences in Hawaii, California and New York states are highly regarded
- Experience fostering and developing key relationships with both external and internal stakeholders
- Track record of advocating for customer solutions, the deep dive analysis of data and trends to ensure the positive resolution of the complaint
- Excellent written and oral communication skills
- Bachelor's degree, postgraduate degree and/or record of academic achievement is also desirable
What the job involves
- As a Complaints Specialist on our Customer Team, you will handle complaints resolution within the established procedures, ensuring that customers receive a timely and accurate response to their complaints
- You will be implement any complaint resolution process and will collaborate with the complaints team on process improvements
- To drive success in this role, you will have a strong attention to detail and you will ensure a positive customer experience through resolving their complaints
- This also includes implementing improvements to increase the customer satisfaction and decrease any legal risk for the company
- Manage customer complaints proactively and ensure end-to-end resolution. In some instances, this includes calling customers and regulators
- Ensure that any new regulations or processes are effectively implemented
- Ensure all complaints are managed within the company's target SLAs
- Ensure that correspondence from the Ombudsman or other Regulatory body is appropriately dealt with, that documentation provided is relevant, appropriate, and of high quality, and that responses are made within the required SLAs
- Lead, prepare, and attend complaints meetings as needed
Our take
Insurance plans and warranties are staples of a successful digital company, but setting them up is challenging. Businesses must compare and write contracts with insurance providers which require the expensive assistance of legal and financial teams, Add to this the cost of web designers who can embed the service online, and insurance and warranties quickly become unaffordable to smaller businesses.
Cover Genius provides end-to-end APIs called XCover and XClaim for embedding insurance and warranty plans onto online stores, preventing the business from having to compare, arrange and deploy insurance plans themselves. The company's policies are for any business, can be translated into over 40 languages, and are designed to be read easily without unnecessary jargon.
Whilst other insurtech companies offer similar services to Cover Genius, the company has uniquely focused on ensuring its plans are easily readable, translatable, and dynamically priced based on personal requirements. Although the company initially aimed to facilitate insurance and warranty plans for smaller businesses, it also partners with large enterprises such as Ryanair, Amazon, and eBay. In 2024 it secured impressive Series E funding off the back of a year where it achieved 107% year-on-year growth.
Steph
Company Specialist
Insights
Some candidates hear
back within 2 weeks
30% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2024
$80m
SERIES E
Nov 2022
$70m
SERIES D
Total funding: $242m
Company benefits
- Flexible Working Conditions
- Employee Stock Options
- Ongoing Learning
- Paid Parental Leave
- Wellness Initiatives
- When From Home When You Want
- Peer Bonuses and Founder Awards Program
- International Working Opportunities
- GC Gives giveback program, led by the team
Company values
- We Make It Our Own - We’re proud of who we are and what we do. We bring our own way of doing things and we make it happen.
- We Make It Better - We bring new ideas, think differently and challenge the norm. We look for areas to improve and we own the changes that we desire.
- We Succeed Together - We’re better when we work together. When we need help we always say “yes”. And when we pull it off, we celebrate together.
- We Create Magic - We make hard things simple and old things novel. We’re making world firsts in one of the oldest industries.
Company HQ
Midtown South, New York, NY
Articles
Founders
Angus McDonald
(CEO)They were the General Manager of Emerge Digital. Formerly the VP of International Business Development for iClick Interactive Asia Limited.
Chris Bayley
(CIO)They were the former Business Development Manager for Google. Previously an Investor and Executive Director of Software.com from 2009 to 2019.
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