Complaints Specialist, Cover Genius

$56-86k

+ Stock options and opportunity for additional earnings through our annual bonus or variable commission plans

Junior and Mid level

Remote from US

More information about location

B2B insurance and warranty API

Job no longer available

B2B insurance and warranty API

501-1000 employees

B2BInsurancePaymentsAPI

Job no longer available

$56-86k

+ Stock options and opportunity for additional earnings through our annual bonus or variable commission plans

Junior and Mid level

Remote from US

More information about location

501-1000 employees

B2BInsurancePaymentsAPI

Company mission

To protect all the customers of the world’s largest digital companies.

Job

Company

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 at Welcome to the Jungle

Insights

Top investors

30% employee growth in 12 months

Glassdoor (4)

Trustpilot (3)

Company

Funding (last 2 of 6 rounds)

May 2024

$80m

SERIES E

Nov 2022

$70m

SERIES D

Total funding: $242.2m

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 HQ

Midtown South, New York, NY

Leadership

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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