Customer Care Representative - FDS (Active Producers License Required)

Job Summary

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.

Location

This position is fully Remote, but you must live in one of the following states:

• MST - Arizona, Colorado, Utah & New Mexico
• CST - Iowa, Kansas, Louisiana, Missouri, Mississippi, Nebraska, Oklahoma, South Dakota, Texas
• EST - Florida, Georgia, Michigan, Ohio, Tennessee, South Carolina or North Carolina

Work Hours / Start Date

Start Date: Tuesday, July 16th (for those with an active Producers License)

Training Schedule: Monday-Friday 8:30am-5:00pm MST / 9:30am-6:00pm CST / 10:30am-7:00pm EST. Training will last approximately 2 months. We will help you through our virtual paid training!

Work Schedule: Hours of operation are Monday-Friday 6:00am-7:00pm MST / 7:00am-8:00pm CST / 8:00am-9:00pm EST & Saturday and Sunday 7:00am-7:00pm MST / 8:00am-8:00pm CST / 9:00am-9:00pm EST.

• Our shifts are non-traditional and include late nights and Saturdays.
• Flexibility with hours is required.
• Our shifts include 5x8 and 4x10 options so that we can best support our customers and maintain a work-life balance.

Salary

Pay is a set amount of either $21.74/hour or $23.12/hour, based on geographical location (cost of living).

Job Details

Farmers Direct Services has the pleasure of making our customers smarter about insurance! We are licensed agents and we spend time with our customers helping them understand their insurance; identify gaps in their coverage; we get to upsell; cross sell and RETAIN customers. We act as an extension of our agents beyond regular business hours to provide additional support. Some of our common transactions include:

• Billing Questions / Payments
• Policy Changes
• Rate Changes
• Discounts
• Farmers.com/Mobile app Support

As a Customer Service Representative with a direct line to our customers, you will be empowered to proactively share knowledge and provide a positive customer experience. You’ll help Farmers accomplish our company mission every day.

You’ll thrive in this position if you have:

• Excellent customer focus with an understanding of how to adapt to each customer while focusing on the outcome to solve their problems efficiently with low customer effort. This role is not scripted, and is has a consultative approach to help the customer.
• The ability to multi-task, working proficiently while conversing on the phone, searching information, reading, typing, and quickly picking up new technology.
• A preference to working in an ever-changing, fast-paced, contact center environment where you can effectively manage time and exhibit reliability and dependability in attendance.
• Emotional resiliency to manage feelings and find positive aspects in most situations.

Here’s what you will accomplish as a member of our team:

• Build effective communication skills to deliver insurance and eligibility information, solutions and initiatives that provide a positive customer experience to internal and external customers.
• Hold expert knowledge of company products, services and strategies across multiple lines of insurance.
• Use technology and learning resources to deliver efficient problem resolution.
• Proactively share knowledge to reduce customer effort.

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.

Education / Licensing Requirements

• Education: High school diploma or equivalent required.
• Licensing: This is a licensed role and maintaining a Producers License is a requirement for the role.

Experience Requirements

• Experience:  Minimum 1-3 years. 1 year of experience in insurance or related field preferred. Experience providing customer support within a high-volume, complex environment preferred.
• Strong technical aptitude: Intermediate computer skills with ability to navigate multiple systems simultaneously. Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.

Additional Qualifications

• Demonstrate the following skills: customer service, written communication, strong verbal communication, listening, analytical, organizational, problem solving, excellent judgment and decision making.
• Friendly and service-oriented.
• Maintains a high degree of professionalism.
• Highly thorough and dependable.
• Possesses flexibility to work in a fast paced, dynamic environment.