Farmers Insurance Group
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Grand Rapids,
MI
A resident/non resident licensed agent who maximizes positive customerexperience by responding in a professional manner to phone inquiriesfrom other contact centers, non-appointed agents, independent agents,Farmers agents, lienholders, and policyholders. Processes requests forsubsequent transactions, requests for quotes, and handles returned mail.Maintains service level required by company and applicable accountcontract. Quotes, issues and endorses policies for assigned specialtyline products. Analyzes and answers product, service and coveragequestions of varying complexity. Offers additional specialty lineproducts. Secures referrals. Gathers and provides competitiveinformation and customer feedback to management for process, system, andproduct improvements. Mentors new staff.
Position Requirements
Works with up to eight specialty lines products and supporting policyprocessing, underwriting, claims, producer, billing, and/or directmarketing systems. Sets a professional example by maintaining andapplying a thorough, up-to-date, working knowledge of insurancepolicies, established procedures, underwriting criteria, regulatoryrequirements, and state by state coverage variations as well as productvariations. Maintains current resident and non-resident licenses in allstates, completing continuing education requirements to stay incompliance. Is competent with policy interpretation and applicableaccount specifics (may vary by state), such as greeting, associationnumber, valid agent codes, valid CPN codes, products available, andapplicable cross-sells and referrals. Gains proficiency in problemsolving and underwriting, and handles telephone calls and paperprocessing diligently and accurately.Handles requests and inquiries over the phone from other contactcenters, non-appointed agents, independent agents, Farmers agents,lienholders, and policyholders. Quotes, issues and endorses policies forassigned specialty line products. Provides positive customer serviceexperience 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 relevantfeatures and benefits of Foremost specialty line products, company andservices. Offers additional products and secures referrals in accordancewith department procedures and applicable account guidelines. Answersquestions regarding policy status, coverage amounts, and billing.Resolves requests and complaints from policyholders, claims personneland agents via telephone, letters, or memorandums.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.Analyzes correspondence, policy records, or telephone messages todetermine action and processes the required changes. Prepares customerletters for management approval. 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. Supports otherprocessing, product, marketing and claims departments to achieve desiredresults. 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 25WPM and pass LEAP Assessment
** 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.
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** Must be able to work 4 Saturday's per quarter and have open availability
** The initial training will be 8-12 weeks and you must be obtain your Property * Casualty License within 20 days. During the training period you will work from 8am to 5pm and then you must be able to work any shift from 7am to 10pm.
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.
**Internal applicants must have a P&C License to be considered
**External applicants must obtain their P&C License within 20 days of hire
Experience Requirements
Twelve months experience as a Sr. Customer Service Associate with Farmers Specialty (Foremost) Contact Center. Resident agent license and non-resident agent license required in all states in which Foremostconducts business within 90 days of hire.
Special Skills Requirements
Demonstrated customer service skillsPC skillsBasic math skillsAbility to prioritize tasks and meets deadlines/task goalsDemonstrated verbal and written communication skillsAbility to understand and clearly explain the complex laws that affectour customersAbility to explain the use of insurance or consumer scores and theirapplication to insurance premiumBasic leadership skills, ability to mentor/coach effectivelyFlexibility to work nonstandard hours/shiftsAbility to adhere to structured scheduleWithin first 90 days, successful completion of additional insurance,product, system, underwriting, pay plan, Online Agent Resource, and/oraccount specific requirements, account cultural training programs, andgerontology training as needed.
Grand Rapids, MI
Grand Rapids, Michigan
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