About the job
About Zego
Zego launched in 2016 with a goal to make motor insurance fairer by tying premiums to real driving performance. The company serves a wide range of drivers, from gig workers and van drivers to everyday motorists, and aims to keep insurance accessible and affordable. Zego has sold tens of millions of policies, raised over $200 million in funding, and earned industry recognition, including the Insurance Claims Team Of The Year 2024 at The Insurance Post's Claims & Fraud Awards.
Role Overview
The Risk Management Executive joins the Operations team in Halifax, England. This position acts as the main point of contact for Zego customers, guiding them through telematics-based insurance and helping them understand their driving data. The role involves supporting policyholders, handling technical questions about the Sense app, and managing discussions around driving standards and compliance. The team ensures customers receive timely and clear support, especially when facing complex or sensitive issues.
What You Will Do
- Customer Support: Handle incoming calls and assist with questions about the Sense telematics app, including troubleshooting technical problems.
- Education and Guidance: Help customers interpret their driving data, explain flagged behaviors (such as 'At Risk' or 'Non-Compliant'), and offer advice on how to improve their scores.
- Communication Management: Address concerns about automated messages, ensuring customers understand the reasons behind risk assessments and actions taken.
- Risk Evaluation: Review accounts that trigger risk alerts, analyze the situation, and decide whether to pause, restart, or cancel accounts based on established thresholds.
- Collaboration: Work with colleagues in Risk, Fraud, and Product teams to share feedback and help improve telematics tools and communication processes.
- Decision Making: Apply company policies and FCA guidelines to manage account queries and cancellations, documenting every interaction thoroughly.
