Pet Insurance Knowledge Coach

Southern Cross Health Insurance; Hamilton; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Wellbeing leave

Health insurance for you and family

Life insurance

Pet and travel insurance discounts

Flexible leave options

Learning and development opportunities

Job summary

Southern Cross Pet Insurance is seeking a Team Knowledge Specialist to become the trusted expert who helps our people deliver exceptional customer experiences for pets and their owners. You’ll work with our Sales & Service team, guiding consultants through enquiries, policy questions, complaints, and complex scenarios.

This is a behind-the-scenes and frontline role. You’ll coach and mentor others, support onboarding, maintain knowledge resources and drive continuous improvement across the

Qualifications

• Experience in a contact centre, customer service, insurance or sales environment.
• Coaching, mentoring or training experience.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Confidence interpreting policies, procedures and technical information.

Responsibilities

• Be the team's subject matter expert on policy, process and product knowledge.
• Resolve complex customer enquiries and escalations accurately and efficiently.
• Support onboarding and ongoing development of new team members.
• Create, maintain and improve knowledge articles, guides and procedures.
• Translate product, system and process changes into clear and practical guidance.
• Identify trends, recurring enquiry drivers and opportunities for improvement.
• Coach, mentor and train team members to build confidence and capability.
• Help address knowledge gaps in partnership with Team Leaders.
• Ensure quality, compliance, privacy and customer outcome standards are met.

Skills

Knowledge management

Coaching

Customer service

Policy interpretation

Microsoft Office

Communication

Problem solving

Tools

Microsoft Office

Job description

Southern Cross Pet Insurance is seeking a Team Knowledge Specialist to become the trusted expert who helps our people deliver exceptional customer experiences for pets and their owners. You’ll work with our Sales & Service team, guiding consultants through enquiries, policy questions, complaints, and complex scenarios.

This is a behind-the-scenes and frontline role. You’ll coach and mentor others, support onboarding, maintain knowledge resources and drive continuous improvement across the