Customer Care Representative
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Job Description
Customer Care Representative at Farmers processing insurance inquiries and assisting customers with policy needs. Delivering exceptional service through various communication channels in a remote setting.
Responsibilities:
- Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
- Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
- Receive and respond to inquiries related to insurance matters.
- Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
- Evaluate and interpret policy information within prescribed authority limits.
- Access account information and communicate while working in multiple systems.
- Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.
- Document customer interactions and outcomes thoroughly in system.
- Escalate unresolved issues requiring advanced support for further resolution.
- Build knowledge and acumen through self-directed learning.
- Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
- Help maintain department knowledge resources to keep them current.
- Actively listen to customer concerns to identify trends or patterns.
- Recognize opportunities for process improvement and makes recommendations to leadership.
- Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.
Requirements:
- Minimum of 1-3 years customer service
- 1 year of experience in call center environment 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
- Experience with Microsoft Office suite of tools preferred.
- High School Diploma or equivalent required.
- Preferred: Producer/Agent Property and Casualty license
- Adjuster licenses, Personal Lines and Life And Health License do not meet the preferred licensing requirement.
Benefits:
- 401(k)
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- Paid Parental Leave
- Tuition Assistance
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