Trupanion

Veterinary Partner Support Coordinator - French Bilingual - Lewiston, ME - Employees can work remotely - Full-time - Department: North American Market Job Description Trupanion is seeking a dedicated and customer-focused Partner Support Coordinator to join our Partner Support Team. In this role, you will provide real-time, multi-channel support to our key partners – veterinary hospitals, breeders, shelters, Territory Partners (our field sales representatives), State Farm, and participants in our Hospital Employee Benefits and Veteran Affairs Programs. Your goal is to deliver exceptional and consistent service across all partner interactions, helping to strengthen partner relationships, enhance customer experience, and contribute to overall business growth. This is a phone and queue-heavy role, requiring the ability to manage a high volume of real-time interactions efficiently. In this role you will be evaluated based on key performance metrics, including productivity, quality, and the overall experience you deliver to our partners. Success in this role requires comfort in navigating complex situations. Attention to detail and the ability to follow established processes are essential, while also applying sound judgment to address unique or nuanced partner needs. The ideal candidate is highly support-centric, an exceptional communicator, able to problem solve, and deeply committed to helping others with a mindset focused on service and experience At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a position open to candidates anywhere in the US. If you live in the greater Seattle area, you will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week. Schedule: This is a full-time position working Monday through Friday from 7:30 AM Pacific Time to 4:00 PM Pacific Time. Hours may be adjusted based on business needs and discussion with your manager. Responsibilities: - Provide real-time support via phone, email, and chat across all partner channels. - Handle a high volume of inbound and outbound communications in a queue-based environment. - Troubleshoot technical and process-related issues, escalating when appropriate. - Provide accurate information on Trupanion products, coverage, policies, claims, and partner programs. - Conduct thorough research and provide solutions to complex partner needs, with the ability to respond to and resolve concerns. - Navigate complex situations with professionalism, sound judgment, and a solutions-oriented mindset. - Collaborate cross-functionally with internal teams to ensure seamless partner experiences. - Consistently meet or exceed productivity, quality, and customer satisfaction metrics. Qualifications: - Bilingual in English and French is required (Quebec French preferred) - At least 2 years of experience in a customer or partner-facing contact center environment. - Minimum of 2 years managing high-volume, multi-channel support across phone, chat, and email queues. - Experience in the veterinary, pet insurance, or healthcare industry is a plus! Skills: - Exceptional verbal and written communication skills. - Ability to quickly learn and navigate multiple programs including phone system, CRM, Excel, and other internal programs. - Strong attention to detail and ability to follow standard operating procedures. Compensation: - The hourly pay for this position is $23 an hour, on a full-time schedule. - Along with base salary, Trupanion employees are eligible for monthly bonuses. - We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years. Additional Information Benefits and Perks: - Full medical, dental, and vision benefits at no cost to the employee - Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!) - Five-week sabbatical after five years of employment - Open, casual, pet-friendly, and fun office environment - Free medical health insurance for your pet (1 dog or cat) - Paid time off to volunteer at nonprofit organizations - Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Veterinary Partner Support Coordinator - French Bilingual - temprop="jobLocation" itemscope="" itemtype="http://schema.org/Place">Montreal, QC, Canada - temprop="jobLocation" itemscope="" itemtype="http://schema.org/Place">Employees can work remotely - temprop="employmentType">Full-time - Department: North American Market Company Description Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves. Job Description Trupanion is seeking a dedicated and customer-focused Partner Support Coordinator to join our Partner Support Team. In this role, you will provide real-time, multi-channel support to our key partners – veterinary hospitals, breeders, shelters, Territory Partners (our field sales representatives), State Farm, and participants in our Hospital Employee Benefits and Veteran Affairs Programs. Your goal is to deliver exceptional and consistent service across all partner interactions, helping to strengthen partner relationships, enhance customer experience, and contribute to overall business growth. This is a phone and queue-heavy role, requiring the ability to manage a high volume of real-time interactions efficiently. In this role you will be evaluated based on key performance metrics, including productivity, quality, and the overall experience you deliver to our partners. Success in this role requires comfort in navigating complex situations. Attention to detail and the ability to follow established processes are essential, while also applying sound judgment to address unique or nuanced partner needs. The ideal candidate is highly support-centric, an exceptional communicator, able to problem solve, and deeply committed to helping others with a mindset focused on service and experience At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a position open to candidates anywhere in the US. If you live in the greater Seattle area, you will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week. Schedule: This is a full-time position working Monday through Friday from 7:30 AM Pacific Time to 4:00 PM Pacific Time. Hours may be adjusted based on business needs and discussion with your manager. Responsibilities: - Provide real-time support via phone, email, and chat across all partner channels. - Handle a high volume of inbound and outbound communications in a queue-based environment. - Troubleshoot technical and process-related issues, escalating when appropriate. - Provide accurate information on Trupanion products, coverage, policies, claims, and partner programs. - Conduct thorough research and provide solutions to complex partner needs, with the ability to respond to and resolve concerns. - Navigate complex situations with professionalism, sound judgment, and a solutions-oriented mindset. - Collaborate cross-functionally with internal teams to ensure seamless partner experiences. - Consistently meet or exceed productivity, quality, and customer satisfaction metrics. Qualifications: - Bilingual in English and French is required (Quebec French preferred) - At least 2 years of experience in a customer or partner-facing contact center environment. - Minimum of 2 years managing high-volume, multi-channel support across phone, chat, and email queues. - Experience in the veterinary, pet insurance, or healthcare industry is a plus! Skills: - Exceptional verbal and written communication skills. - Ability to quickly learn and navigate multiple programs including phone system, CRM, Excel, and other internal programs. - Strong attention to detail and ability to follow standard operating procedures. Compensation: - The hourly pay for this position is $31,55 CAD an hour, on a full-time schedule. - Along with base salary, Trupanion employees are eligible for monthly bonuses. - We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years. Additional Information All your information will be kept confidential according to EEO guidelines. Trupanion Team DNA: At Trupanion, we achieve great things together when we are: - Caring: We are kind to each other and assume positive intent. - Collaborative: We work together to achieve company goals (we not me). - Courageous: We are determined, take risks, and make bold moves. - Curious: We seek new information to continually better ourselves and our work. - Honest: We believe candid communication leads to successful teamwork. - Inclusive: We welcome and value all people and perspectives. - Nimble: We readily adapt and evolve in pursuit of progress and innovation. Benefits and Perks: - Employer-paid extended health coverage for you and your family - Trupanion will partner with Wealthsimple to register your RRSP, pension, etc. - Four weeks of paid time off and 11 paid float holidays (you can decide which days are most important to you!) - Five weeks, paid, sabbatical after five years of employment - Employer-paid medical insurance for one pet (cat or dog) - Paid time off to volunteer at nonprofit organizations - Open, casual, pet-friendly, and fun work environment For more information about Trupanion, visit https://trupanion.com/about Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

• Respond to prospective members interested in our pet insurance policies. • Use a consultative approach to understand each member’s unique needs and tailor insurance solutions accordingly. • Present the value of Trupanion’s pet insurance policies, emphasizing benefits over price. • Maintain control of calls and guide conversations effectively to achieve enrollment. • Provide detailed information about policies and coverage options, and address members’ questions or objections. • Accurately enroll pets in insurance policies, ensuring comprehensive collection and documentation of required information. • Serve as a primary point of contact for existing members, responding to policy inquiries, offering guidance, and ensuring overall member satisfaction at every stage of the process. • Handle requests from existing members who express intent to cancel their pet insurance policy. Demonstrate active listening and strong problem-solving skills to understand concerns, explore alternatives, and strive to retain members. • Communicate with members by phone and email, adapting your communication style to each member’s preferences.

• Answer inbound warm leads from potential members who are interested in our pet insurance policies. • Use a consultative approach to understand each member’s unique needs and tailor insurance solutions accordingly. • Present the value of Trupanion's pet insurance policies, emphasizing benefits over price. • Maintain call control and guide conversations effectively to achieve successful enrollment. • Provide detailed information about policies, coverage options, and address any members questions or objections. • Accurately enroll pets in policies, ensuring thorough collection and documentation of necessary information. • Serve as a dedicated point of contact for current members, addressing policy inquiries, providing guidance, and ensuring their overall satisfaction is met every step of the way. • Handle inquiries from current members expressing their intention to cancel their pet insurance policy.

• Review medical records, forms, invoices, and supporting documents to evaluate claims decisions in accordance with Trupanion policies, including complex cases. • Work closely with claims team members and managers to ensure accuracy and consistency in claims handling while contributing to an exceptional customer experience for pet owners and veterinary clinics. • Assist in designing, preparing, reviewing, and tracking audits of claims payment verification. • Support internal and external audits of Trupanion products. • Identify trends and opportunities for process improvement within claims operations. • Translate and transcribe medical records and communications from clients or third parties between French and English. • Maintain a high level of accuracy, productivity, adaptability, and collaboration in a fast-paced environment.

• Provide real-time assistance by phone, email, and chat across all partner channels. • Manage a high volume of inbound and outbound communications in a queue-based environment. • Troubleshoot technical and operational issues and escalate when necessary. • Provide accurate information about products, coverages, policies, claims, and Trupanion partner programs. • Conduct thorough research to deliver tailored solutions for complex situations. • Demonstrate professionalism, sound judgment, and a solution-focused approach in diverse contexts. • Work closely with internal teams to ensure a smooth and consistent partner experience. • Consistently meet or exceed productivity, quality, and partner satisfaction targets.

Role Description Trupanion is seeking a French Bilingual Claims Analyst to join our skilled and passionate Claims Team, with an emphasis on supporting our growing clientele and operations in Québec, Canada. This position is responsible for supporting the quality, accuracy, and consistency of pet medical claims adjudication across Claims teams and geographies. By reviewing medical records, claim forms, invoices, and related documentation, this role helps ensure eligible and ineligible claim outcomes align with Trupanion policies and quality standards. Additionally, this position supports claim audits, payment validation reviews, problem-solving initiatives, and recommendations that contribute to operational excellence and continuous improvement. At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open to candidates anywhere in Canada. Responsibilities: - Review medical records, claim forms, invoices, and supporting documentation to assess claim outcomes in alignment with Trupanion policies, including complex claim situations. - Partner closely with Claims team members and managers to support accuracy and consistency in claims adjudication while contributing to an exceptional experience for customers and veterinary clinics. - Assist with the design, preparation, review, and tracking of claim payment verification audits. - Support internal and external audits of Trupanion products. - Identify trends and opportunities for process improvement across Claims operations. - Translate and transcribe medical records and client or third-party communications between French and English. - Maintain a high level of accuracy, productivity, adaptability, and collaboration within a fast-paced and evolving environment. Qualifications - Bilingual in French and English. - Damage Insurance Claims Adjuster License (Personal Lines) in Québec. - Minimum of two years of experience adjudicating damage insurance claims. - One or more years of experience providing customer service over the phone. - Strong preference given to candidates with experience adjudicating pet medical insurance claims or working in a veterinary clinic. Requirements - Strong desire to contribute within an evolving team environment with shared performance goals. - A problem-solver who approaches challenges with curiosity, creativity, and flexibility. - Highly adaptable to change, with the ability to thrive in a rapidly scaling organization. - Proficiency with technology, including Microsoft Office applications, web-based applications, and PC platforms. - Desire to collaborate, learn, and support a variety of processes over time. - Strong written and verbal communication skills in both English and French. - Ability to adapt quickly to evolving processes and protocols with immediate implementation. - Commitment to providing exceptional customer service to customers and partners across the business. - Flexibility to adjust schedules based on department needs. Compensation - The base salary for this position is $70,000 on a full-time schedule. - Along with the base salary, Trupanion employees are eligible for monthly bonuses based on individual or team performance. - We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years. Benefits - Employer-paid extended health coverage for you and your family. - Trupanion will partner with Wealthsimple to register your RRSP, pension, etc. - Four weeks of paid time off and 11 paid float holidays (you can decide which days are most important to you!). - Five weeks, paid, sabbatical after five years of employment. - Employer-paid medical insurance for one pet (cat or dog). - Paid time off to volunteer at nonprofit organizations. - Open, casual, pet-friendly, and fun work environment.

• Provide real-time assistance by phone, email, and chat across all partner channels. • Manage a high volume of inbound and outbound communications in a queue-based environment. • Resolve technical and operational issues, and escalate when necessary. • Provide accurate information about products, coverages, policies, claims, and Trupanion partner programs. • Conduct thorough research to propose tailored solutions for complex situations. • Demonstrate professionalism, sound judgment, and a solution-focused approach in varied contexts. • Collaborate closely with internal teams to ensure a smooth and consistent partner experience. • Consistently meet or exceed productivity, quality, and partner satisfaction targets.

• Educate and support Trupanion customers who are requesting to cancel their policy by delivering exceptional service through inbound calls and email • Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines • Provide outstanding customer support by active listening investigating concerns, and taking solution-oriented action to support retention • De-escalate challenging situations with empathy and professionalism, using strong communication skills while embodying Trupanion’s core values • Educate pet parents on the lifetime value of coverage to empower informed decision-making • Build authentic connections by tailoring your communication style to meet individual customer needs • Thrive in a fast-paced environment by adapting quickly to evolving responsibilities, processes and workflows • Navigate multiple systems and tools to deliver seamless and efficient member experience • Prioritize and manage time effectively to provide exceptional customer service in a fast-paced contact center • Accurately document customer interactions and maintain detailed records in the customer relationship management (CRM) system • Demonstrate strong technology acumen in a remote setting, including the ability to independently troubleshoot common technical issues and adapt to new tools or system updates • Take a pro-active, solution-oriented approach when facing technical challenges, such as identifying alternate ways to continue work while awaiting IT support • Consistently meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts • Engage in on camera video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

• Manage high call volumes within tight deadlines • De-escalate difficult situations with empathy, care, strong communication skills while maintaining calm and exemplifying Trupanion values • Utilize multiple systems and tools to efficiently support our customers, ensuring a seamless member experience • Handle phone calls, chat and email inquiries with passion and curiosity • Listen actively to provide accurate information and resolve problems effectively • Thrive in a fast-paced environment by quickly adjusting to evolving responsibilities, processes and workflows • Efficiently manage time to provide exceptional customer service in a high-volume contact center • Make genuine connections and adapt communication style to customer interactions while demonstrating the ability to tailor responses to individual customer needs • Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system • Meet and maintain productivity and quality targets to ensure our customers are consistently receiving exceptional support while adhering to 90% of set schedules • Engage in regular video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture.