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Distribution Escalation Consultant

27277

We are Farmers!

We are… more than just your favorite commercials.  At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers. 

 

Farmers is an award winning, equal opportunity employer, committed to the strength of a diverse workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn’t just our business – it’s our culture!  To learn more about our high-performance culture and open opportunities, check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok. 

 

Workplace: Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote ) - depending on candidate location.

Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.

About the role...

  • Acts as a primary contact for handling complex issues or concerns from district managers or their staff.
  • Coordinates with key business partners and stakeholders to address and resolve escalated issues promptly, efficiently, and effectively.
  • Owns the lifecycle of escalations and makes recommendations for improvements that enhance the district manager experience.
  • Performs work independently with minimal guidance or direction from a supervisor.

What you'll accomplish...

  • Serves as a primary contact for handling complex escalated issues received from district managers or their staff.
  • Support new District Manager onboarding.
  • Look for opportunities to support District Manager performance.
  • Manages inbound activities, identifying and consulting subject matter experts as needed.
  • Issues or concerns may be related to compensation, incentives, initiatives, marketing programs, feedback, staffing, policies, and more.
  • Uses working knowledge of resources, guidelines, and requirements to respond.
  • Maintains accurate records of escalated issues including relevant details, actions taken, and resolutions achieved. Identifies trends, patterns, or recurring issues and makes recommendations regarding improvement opportunities.
  • Performs other duties as assigned.
  • Assesses the nature and severity of escalated issues to understand the root cause and its impact.
  • Documents relevant information.
  • Determines appropriate courses of action for resolution and makes recommendations to address root causes.
  • Liaises between parties involved to facilitate effective communication and issue resolution.
  • Coordinates with key business partners and stakeholders to implement corrective measures to prevent similar issues or concerns from recurring in the future.
  • Prioritizes escalated cases based on urgency, potential impact, and other business factors.
  • Works toward a goal of immediate resolution if possible.
  • Refers unusual or highly complex issues to supervisor if needed for further resolution.

Physical actions...

  • This role, whether performed virtually or in an office setting, 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 (example others speaking) 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.

Education needed...

  • High School Diploma or equivalent required.
  • Bachelors degree preferred.

Experience needed...

  • 5-7 years of experience in employee relations, customer relations, or similar role required. 
  • Insurance industry experience preferred.

Special skills needed...

  • Strong verbal and written communication skills.
  • Demonstrated ability to secure 'buy-in' and convince others regarding best approach.
  • Goal oriented team player with a positive attitude.
  • Excellent time management skills.
  • Strong relationship building.

Benefits

  • Farmers offers a competitive salary commensurate with experience, qualifications and location.
    o CA Only: $92,720 - $147,400
    o CO Only: $87,040- $127,490 
    o HI Only: $87,040 - $136,510
    o IL/MN/VT Only: $87,040 - $136,510
  • o MD Only: $87,040 - $136,510
    o NY/DC/Jersey City Only: $87,040 - $147,400 
             o Albany County: $92,720 - $127,490 
    o WA Only:  $87,040 - $155,125 
  • Bonus Opportunity (based on Company and Individual Performance)
  • 401(k)
  • Medical
  • Dental
  • Vision
  • Health Savings and Flexible Spending Accounts
  • Life Insurance
  • Paid Time Off
  • Paid Parental Leave
  • Tuition Assistance
  • For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer

 

Job Location(s): R_US - United States

 

Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.

 

Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law.  Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.

 

Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws. 

 

Want to learn more about our culture & opportunities? Check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.

Apply now »