[Hiring] Customer Care Representative @Farmers Insurance

Role Description

Assists internal and external customers with moderately complex issues related to insurance matters. Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements. Communicates with customers via multiple channels while navigating multiple systems and platforms.

Essential Job Functions

• Receives and responds to inquiries related to insurance matters.
• Interacts with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
• Evaluates and interprets policy information within prescribed authority limits.
• Accesses account information and communicates while working in multiple systems.
• Uses account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.
• Documents customer interactions and outcomes thoroughly in system.
• Escalates unresolved issues requiring advanced support for further resolution.
• Builds knowledge and acumen through self-directed learning.
• Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
• Helps maintain department knowledge resources to keep them current.
• Performs other duties as assigned.
• Actively listens to customer concerns to identify trends or patterns.
• Recognizes opportunities for process improvement and makes recommendations to leadership.
• Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.
• May work with external vendors to further address customer needs.
• Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.

Physical Actions

• Sits or stands for extended periods of time, up to a full work shift.
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
• Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
• Listens to, interprets, and differentiates auditory information at normal speaking levels with or without correction.
• Visually verifies and reads information.
• Visually locates material, resources, and other objects.
• Ability to continuously operate a computer for extended periods of time, up to a full work shift.
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Physical Environment

• Operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.
• Sits or stands for extended periods of time, up to a full work shift.
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
• Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
• Listens to, interprets, and differentiates auditory information at normal speaking levels with or without correction.
• Visually verifies and reads information.
• Visually locates material, resources, and other objects.
• Ability to operate a computer for extended periods of time, up to a full work shift.
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Education Requirements

• High School Diploma or equivalent required.
• Personal Lines or Property and Casualty license may be required for this role.
• If required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

Experience Requirements

• 1 year of experience in insurance or related field preferred.
• Experience providing customer support within a high-volume, complex environment preferred.

Special Skill Requirement

• Additional Qualification

Benefits

• Competitive compensation and benefits package designed to support your wellbeing, growth, and work–life balance.
• While specific benefits may vary by country and employee level, offerings generally include:
• Competitive salary opportunities.
• Performance-based bonuses.
• Comprehensive benefits.
• Ongoing training and development resources.

Important Hiring Conditions and Disclosures

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.
• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.
• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict-of-interest and external engagement policies prior to the start date or as soon as such circumstances arise. Failure to comply with these conditions may impact the hiring decision or employment continuation.