Farmers Insurance Group
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Mercer Island,
WA
Provides excellence in customer service to policyholders, agents andCompany associates in person, by telephone, fax, and email; analyzesinquiries and other non-routine or complex correspondence; maintains aworking knowledge of all Farmers Life products, services, andprocedures.
Position Requirements
Responsible for answering inquiries on all Farmers Life products,services, and procedures; provides detailed policy information such aspolicy status, application status, underwriting requirements, deliveryrequirements, policy changes, policy values, and billings.Researches, analyzes, and responds to Insurance Department, agent andpolicyholder complaints. Independently handles escalated cases fromresearch to resolution on behalf of management including preparation ofa written response for higher level approval. Provides priorityhandling of all Insurance Department inquiries and written complaints.Investigates and completes complex casework. Assists Customer ServiceAdvocate I with complex or non-routine policyholder inquiries.Assists in updating Company published procedure bulletins, directivememos, and departmental training materials.Analyzes inquiries to determine appropriate action and ensuressatisfactory completion; by routing to other service departments forrequired handling and follow through.Monitors department voicemails and emails; provides reply within 24hours.Maintains a working knowledge of Farmers Life products, establishedrules and procedures, and regulatory requirements.Processes policy changes, disbursements, billing-related changes,reopens, reissues and annuity not-takens, as dictated by departmentresponsibilities. Verifies production changes by utilizing theadministration system and on-line reports.Provides policy contract information to policy holders, agents and otherdepartments; calculates and provides policy values and policy accountinginformation. Inputs workload data to spreadsheets, or other establishedreporting system daily.Approves annuity new issues; and verifies minimum requirements forissue.Verification of agent licensing and appointment. Completes commissionadjustments for reverted commissions, application and issue advances andfolio adjustments.Audits, reconciles and corrects policies on the Termination After Issuereport. Audits, reconciles, and corrects suspense account and generalledger entries and referrals.Provides explanations and answers questions regarding advances, policycount, sales count, lapse ratio, chargebacks, replacements and lifeperformance bonus for all third party commissions.Responsible for positive contribution to Customer Experience Expectationresults.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
Enter preferred skills and abilities.
Physical Actions
Required job duties are essentially sedentary work consisting ofoccasional walking, standing and lifting and/or carrying 10-lbs. maximumand seeing.
Physical Environment
Required job duties are normally performed in a climate-controlledoffice environment.
Education Requirements
High school diploma or equivalent.
Experience Requirements
One year as Customer Service Advocate I at Farmers Life.
Special Skills Requirements
Verbal and written communication skills
Mercer Island, WA
Mercer Island, Washington
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