Job summary
Consults effectively with internal and external customers relating to insurance needs, eligibility and solutions to provide a positive customer experience.Utilizes in-depth knowledge of Company products and services while working across multiple lines of insurance and within multiple technology platforms within a fast-paced, dynamic, contact center environment.Resolves customer and agent inquiries, solves problems related to policies.
Job seniority: entry level
Responsibilities
• Consults effectively throughout the insurance life cycle relating to coverage, renewals, cancellations, pricing and other general service related requests.• Utilizes multiple system platforms to conduct research, identify processes and review prior transactions to make sound decisions and recommendations to customers.• Maintains accurate system documentation of customer interactions or transactions, details of inquiries, complaints, or comments, as well as action taken.• Acts as an advocate of the business to identify new coverage opportunities, retain customers and recommend Farmers Insurance to others.• Identifies trends in service and escalates concerns to leadership.• Refers unresolved customer issues to appropriate department for further investigation and handling.• Partners with various departments including Policy Support, Claims and Underwriting in responding to or assisting to resolve customer concerns.• May work with external vendors to further solve for or respond to customer needs.• Builds knowledge and industry acumen through self directed learning to contribute updated content to Knowledge Management system for department use.• Stays current with underwriting and policy guidelines, and other updates including Department of Insurance requirement changes.• May provide peer support.• Performs other duties as assigned.
Requirements
• High school diploma or equivalent required. Associates degree or progress towards the completion of Bachelor's degree preferred.• One or more years general working experience preferred providing consultative service support within a high volume, complex environment.
Benefits
• Competitive salary commensurate with experience, qualifications and location.• Bonus Opportunity (based on Company and Individual Performance)• 401(k)• Medical• Dental• Vision• Health Savings and Flexible Spending Accounts• Life Insurance• Paid Time Off• Paid Parental Leave• Tuition Assistance
