Disappointing Experience - Member Experiences Specialist Trupanion Employee Review

Overall, I didn't have the best experience working for Trupanion. During the hiring process, I was told I was working one schedule and then once hired was given a different schedule. The managers of the member experience specialists did not feel helpful or supportive when I questioned why this happened, and it took almost 7 weeks of me reaching out multiple times with NO response to receive a simple "no" we aren't changing your schedule. I feel like for such a large company, you'd respect your new employees and not mislead them into working the hours/days they were not told originally. About the position itself-- it's a call center job. You'll go through 7 weeks of intensive training and receiving your Property & Casualty license (note: totally irrelevant to the position itself so a waste of time). The trainers were wonderful & helpful, nothing but good things to say about them. This position is probably NOT a good fit if you don't have veterinary background. They do hire people without experience, but you will definitely struggle with a majority of calls are of people being angry and not understanding why things weren't covered. They don't provide any other training for those without it. 80% of your job will be taking calls from angry people wondering why their claims were denied. You are expected right off the bat to learn how to de-escalate angry customers. If you don't have thick skin, this isn't the job for you. Claims calls should really be a whole different position, they should go to licensed CVT/RVT's who are confident on why things were denied and are able to provide the support to angry clients as needed. The Assistant Team Managers are the ones who are supposed to handle escalated clients, but on multiple occasions they were very unhelpful and seemed like they just wanted us to take the hit.