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Customer Service Representative
2 months ago
During core business hours of 7 a.m. to 7 p.m. Central Time, the FRST Team Representative responds to commercial, and farm/ranch policy-related inquiries received from agents, agency staff, Operations and customers. Triages questions and issues, researches the best course of action and documents, or takes the appropriate action in the applicable systems. Leverages processing knowledge to address questions to strive for a First Call Resolution, with minimal effort required on the part of the agency owner/customer thus providing the most customer value.
Internal candidates are encouraged to apply regardless of location and will be considered based on the needs of the role. Position Compensation Range:
$23.00 - $30.76 Pay Rate Type:
Hourly
Compensation may vary based on the job level and your geographic work location.
Primary Accountabilities
Customer and Field Support
Uses a working knowledge of multiple systems, databases, products, and policies to obtain information needed to resolve issues or questions. Systems and databases include on-line reference manuals, processing systems, basic claim information, and multiple databases.
Resolves processing issues by researching account information and policy history from multiple systems and by applying knowledge of processing rules and procedures. Explains policy processing steps and takes appropriate action to resolve the issue. Interprets those procedures and rules that interface with other company processes.
Answers inquiries from internal and external customers related to commercial and farm/ranch policies and accounts. Follows up with customer using clear and effective communication.
Maintains knowledge of system processes, procedures, policy changes and rules.
Develops an understanding of the key performance indicators that drive profitability for the division's lines of business.
Handles the call in a manner that requires minimal effort on the part of the customer (agent/customer), thus providing the most customer value.
Problem Identification, Troubleshooting and Resolution
Identifies the need for additional research for resolution of customer or field inquiries. Pulls information from a variety of sources and analyzes the data to understand the cause and solution for the issue.
Identifies and assesses the urgency of the customer's needs to provide appropriate direction. Escalates complex and/or sensitive issues appropriately.
Uses all knowledge resources available including formal and information knowledge management systems.
New Business and Renewal
Assists Agency Owners with entering and binding new business quotes and renewal changes using knowledge of state specific regulations and laws.
Validates information including: third party interests (TPI), Class codes, discounts, associated policies and appropriate down payment and billing options. Corresponds with agent to obtain missing information such as customer contact information.
Processes and enters changes, cancels, and rewrites for multiple lines of business and multiple states using knowledge of state specific regulations and laws.
Billing
Securely processing payments.
Review billing activity.
In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home. On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events. For this reason, you should live proximate to one of the locations listed below:
Madison, WI 53783; Boston, MA 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034; Nashville, TN 37214.
Internal candidates are encouraged to apply regardless of location and will be considered based on the needs of the role.
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We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.
We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
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