[Hiring] Customer Care Representative @Farmers Insurance

Role Description

As a licensed insurance professional, this role supports the core Farmers book of business within a fast-paced, high-volume contact center environment. Representatives assist Farmers customers and Exclusive Agents through phone and/or chat interactions, engaging in consultative conversations to understand customer needs, answer insurance-related questions, and provide service and policy support for auto, home, and umbrella insurance products.

This position is a critical part of Farmers Insurance as it supports our customers and agents. You will be the first point of contact for our customers, supporting inquiries and insurance policy needs by answering questions regarding coverage, rates, billing issues, and general policy reviews.

In this role you will:

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
• Communicate with customers and agents via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.

The Day-to-Day:

• Receive and respond to inquiries related to insurance matters.
• Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
• Evaluate and interpret policy information within prescribed authority limits.
• Access account information and communicate while working in multiple systems.
• Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.
• Document customer interactions and outcomes thoroughly in the system.
• Escalate unresolved issues requiring advanced support for further resolution.
• Build knowledge and acumen through self-directed learning.
• Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
• Help maintain department knowledge resources to keep them current.
• Actively listen to customer concerns to identify trends or patterns.
• Recognize opportunities for process improvement and make recommendations to leadership.
• Partner with various departments including Policy Support, Claims, and Underwriting to respond to customer inquiries.
• May work with external vendors to further address customer needs.
• Adhere to assigned, tightly regulated schedule and follow procedures for requesting time off.

Qualifications

• High School Diploma or equivalent required.
• Property and Casualty license will be required for this role. If you do not already have a license, Farmers will help you in getting the required license during training.
• Minimum of 1-3 years customer service experience.
• 1 year of experience in call center environment or related field preferred.
• Experience providing customer support within a high-volume, complex environment preferred.
• Strong technical aptitude with intermediate computer skills.
• Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.
• Experience with Microsoft Office suite of tools preferred.

Requirements

• Start Date: Tuesday, January 19th.
• Location: This position will be FULLY REMOTE.
• Training will last approximately 2-3 months.
• Working Hours During Training and After Training for FSO: Monday-Friday 9:30am-6:00pm CST.
• Normal Business Hours for FSO: Monday-Friday 7:45am-8:15pm; Saturday & Sunday 8:45am-8:15pm CST.
• Working Hours During Training and After Training for FWS: Monday-Friday 11:30am-8:00pm CST.
• Normal Business Hours for FWS: Monday-Friday 7:00am-8:00pm; Saturday 8:00am-4:00pm CST.

Benefits

• Pay is $22.89/hour or $24.35/hour based solely on geographical location.
• Annual performance-based bonus potential up to 10%.
• 401(K) Plan.
• Generous PTO.
• Tuition Reimbursement.
• Paid Training.
• Medical, Dental, and Vision Insurance.
• Health Savings and Flexible Spending Accounts.
• Life Insurance.
• Paid Parental Leave.
• Tuition Assistance.