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Position Description
Learn Why Farmers is Where you Belong!
Put your customer service experience to work at Farmers Insurance. We are looking for results-driven, customer focused individuals who want to build a rewarding career with us at Farmers.
Our Customer Service Associates are resident/non resident licensed agents who maximize positive customer experience by responding in a professional manner to phone inquiries from policyholders.
Customer Service Associates start their career at Farmers with a structured and fully paid training program.
Please note that these positions will be required to work non-traditional business hours, including rotating Saturdays.
At Farmers, we look for talented people at all levels of our organization. Wherever you are in your career, find out why Farmers is where you belong.
Position Requirements
Works with two specialty lines products and supporting policyprocessing, underwriting, claims, producer, billing, and/or direct marketing systems. Sets a professional example by maintaining and applying a thorough, up-to-date, working knowledge of insurance policies, established procedures, underwriting criteria, regulatory requirements, and state by state coverage variations as well as product variations. Maintains current resident and non-resident licenses in all states, completing continuing education requirements to stay in compliance. Gains proficiency in problemsolving and underwriting, and handles telephone calls and paper processing diligently and accurately. Provides positive customer service experience by reviewing policy, identifying and offering appropriatecoverage changes (upselling) and verifying and correcting information asappropriate. Educates customers regarding their insurance policy toensure they are adequately covered by suggesting the correct coverageand limits of coverage. Retains customers at risk by explaining relevantf eatures and benefits of Foremost specialty line products, company andservices. Offers additional products and secures referrals in accordancewith department procedures and applicable account guidelines. Answers questions regarding policy status, coverage amounts, and billing. Performs underwriting function by determining risk acceptability byutilizing underwriting guidelines and bulletins. Functions includeaccepting, modifying or declining presented risk based on underwritingauthority to assess risks and override edits. Ensures the risk iswritten under the correct program. Identifies issues and seeksassistance of line underwriting if needed. Stays current on all follow-upactivities by maintaining personal diary.Gathers and provides competitive information and customer feedback tomanagement for process, systems and product improvements. Provides feedback to supported departments. Supports claimsin the event of a major catastrophe such as a hurricane, taking phonecalls, and obtaining preliminary information.Mentors new staff, hosts job shadowing, and leads occasional preshift.Promotes safety at all times and complies with safety/ergonomicstandards as outlined in relevant company published manuals.Performs other duties as assigned.
Preferred Skills and Abilities
** Must be able to type at least 25WPM and pass company administered preemployment test.
** Strong computer skills and technical skills needed.
** Self Motivated and able to problem solve.
** Call center environment (strong phone etiquette is needed and strong customer service is required.
** Must be able to work 4 Saturday's per quarter and have open availability.
** The initial training will be 8-12 weeks and then you must be able to work any business hours from 8:30am to 10:00pm.
Physical Actions
Required job duties are essentially sedentary work consisting of occasional walking, standing and lifting and/or carrying 10-lbs. maximumand seeing.
Physical Environment
Required job duties are normally performed in a climate-controlled office environment.
Education Requirements
High school degree or equivalent.
**New hires must obtain their P&C License during the training period.
Experience Requirements
At least one year experience in customer service is required.
Special Skills Requirements
Demonstrated customer service skills. PC skills. Basic math skills. Ability to prioritize tasks and meets deadlines/task goals. Demonstrated verbal and written communication skills. Ability to understand and clearly explain the complex laws that affectour customers. Ability to explain the use of insurance or consumer scores and their application to insurance premium. Basic leadership skills, ability to mentor/coach effectively. Flexibility to work nonstandard hours/shiftsAbility to adhere to structured schedule. Within first 90 days, successful completion of additional insurance, product, system, underwriting, pay plan, Online Agent Resource, and/oraccount specific requirements, account cultural training programs, and gerontology training as needed.
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