Customer Retention Specialist - Grand Rapids
30157
Job Summary
- Responsible for engaging with external customers to effectively communicate Farmers value proposition, focusing on the policy benefits and conducting thorough policy reviews.
- Assists customers in making informed decisions regarding appropriate coverage options and deductibles for their asset protection needs.
- Dedicated to delivering an exceptional service, ensuring all customer complex inquiries and policy requirements are met.
- Communicates with customers through various channels while adeptly navigating multiple brand systems and platforms to provide comprehensive and complex support. Provides both service and sales support.
- Provides peer support through on-the-job training and knowledge sharing
- Role is hybrid to Caledonia, MI, Phoenix, AZ, Kansas City, KS or Dayton, OH
Essential Job Functions
- Explains renewal and other premium changes, educates on policy benefits, and conducts a full policy review.
- Receives and responds to inquiries related to insurance matters that require expert support. Interacts with customers, agents, and others to resolve complex issues regarding policy provisions and conditions.
- Explains premium changes. Quotes, sells, and generates premium.
- Analyze, clarify and resolve complex policy and account related questions from external customers.
- Accesses account information and communicates while working in multiple systems across all brands.
- Uses account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.
- Makes decisions about ambiguous situations. Documents customer interactions and outcomes thoroughly in system, including notation and applicable data tracking.
- Resolves issues requiring expert support.
- Actively listens to customer concerns to identify trends or patterns.
- Recognizes opportunities for innovation and process improvement and makes recommendations to leadership.
- Advocates on behalf of the customer. Devises customer-centric solutions for complex insurance issues.
- Leads implementation of process changes. Monitors performance metrics and prepares reports.
- Builds and shares knowledge and acumen through self-directed learning. Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
- Continues to build personal skill set by participating in in-house or outside insurance or industry related courses or seminars as deemed necessary to expand product and system knowledge.
- Stays current with relevant product(s), which includes all specialty lines.
- Champions change initiatives and fosters acceptance and support for these changes within the team.
Physical Actions
- Job is performed in-person at a Farmers office or virtually at an approved alternative work location.
- The physical work environment is indoors and climate-controlled with adequate lighting and ventilation.
- Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions.
- Frequently sits for prolonged periods of time, up to a full shift.
- Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces.
- Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance.
- Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties.
- Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift.
- Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees.
- Possesses clear vision, with or without correction, to visually read and verify information.
- Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects.
- Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace.
- Jobs in this category require rare, if any, travel.
Education Requirements
- High School Diploma or equivalent required.
- Personal Lines and/or Property and Casualty license required. Candidates must either currently hold a Property & Casualty/Personal Lines license or be willing to obtain one. Farmers will provide support and resources to help qualified candidates earn their license.
- Ability to be appointed to sell insurance in all states required.
Experience Requirements
- 2 years of experience in insurance or related field required.
- Experience providing advanced customer support within a high-volume, complex environment preferred.
Nearest Major Market: Grand Rapids