Personal Lines Customer Service Representative

The Farmers Insurance Group of Companies are widely respected and well-established with over 75 years of experience.  We pride ourselves on the positive impact we have on our community, as an insurance and financial services organization and as an employer.  We are currently looking for a:

 

PERSONAL LINES CUSTOMER SERVICE REPRESENTATIVE TRAINEE


SUMMARY

Maximizes positive customer experiences by responding to customer's inquiries or complaints regarding company's products or services.

 

ESSENTIAL JOB FUNCTIONS

Receives, handles, and/or directs telephone calls involving multiple lines of business.  Resolves inquiries and replies to customers using appropriate customer service skills.

 

Receives on-line customer service referrals, researches and provides return calls to the customer using appropriate customer service skills.  Handles mono-line and/or multi-line referrals.

 

Answers questions providing explanation of account status, policy changes, policy values, premium billings, or E-agent.  Processes requests and complaints from agents, policy holders, and claims personnel.  Utilizes current technology.

 

Handles to completion (within assigned authority) inquiries and/or requests from agents and policyholders. Meets company-defined service level standards. Maintains efficiency of calls and manages individual average call handle time, schedule adherence, and after call work.

 

Analyzes and answers coverage, underwriting, premium, and billing questions of varying complexity.  Brings to resolution complaint calls of various intensities using appropriate customer service skills.  Reviews and researches problems, obtaining necessary information from various sources, and responds to agents and policy holders by telephone and through correspondence.

 

Handles Tier One transactions in the Underwriting queues as assigned. Also handles Policy Processing referral queues as assigned.

Inputs changes/corrections as needed to complete the transaction and advises customer.

 

Maintains and applies a thorough, up-to-date, working knowledge of established workflow and product, system and underwriting procedures, methods, regulatory requirements, and state by state coverage variations as well as product variations. Explains procedures, policies, and marketing initiatives to agents or policyholders.

 

May handle insured?s bank returned checks.

Approves disbursements within established authority. Has a working knowledge of Cash Disbursement Journal System (CDJ).

 

Approves premium write-offs within established authority.  Has accounts knowledge and ability to draw premium refunds and stop payments.

 

Performs other duties as assigned.


 

EDUCATION & SKILL REQUIREMENTS 

 Must have high school diploma or equivalent One year of heavy inbound call center experience is preferred. A combination of education and work experience can be considered in lieu of call center experience.Basic math skills, good PC skills and keying skills are required Excellent phone skills are required. Must be customer service oriented and able to handle difficult calls Bilingual skills and prior insurance is a plus Must be reliable and willing to learn

 

Please note that this is a 1 year Contract position.

 

Farmers is an equal opportunity employer committed to the strength of a diverse workforce.