VIRTUAL - Customer Service Representative - Policy Holder (MST States)

2 months ago

Boise, United States Farmers Insurance Group Full time

** VIRTUAL - Customer Service Representative - Policy Holder (MST States)**

12413 **We are Farmers**

We are more than just your favorite commercials. We are a passionate, 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 isnt just our business its our culture **We are Farmers**

**Job Summary**

* This position offers a $500 sign-on bonus within your first month of employment and a $1,000 bonus after completing 6 months

* This is an hourly position, which ranges from **$16.70-$19.50**. Pay is based on relevant experience and geographical location (cost of living).

* FULLY REMOTE: **must be located in the Mountain Standard Time Zone**

Consults effectively with internal and external customers relating to insurance needs, eligibility and solutions to provide a positive customer experience. Utilizes in-depth knowledge of Company products and services while working across multiple lines of insurance and within multiple technology platforms within a fast-paced, dynamic, contact center environment.

**Essential Job Functions**

* Resolves customer and agent inquiries, solves problems related to policies.

* Consults effectively throughout the insurance life cycle relating to coverage, renewals, cancellations, pricing and other general service related requests.

* Utilizes multiple system platforms to conduct research, identify processes and review prior transactions to make sound decisions and recommendations to customers.

* Maintains accurate system documentation of customer interactions or transactions, details of inquiries, complaints, or comments, as well as action taken.

* Acts as an advocate of the business to identify new coverage opportunities, retain customers and recommend Farmers Insurance to others.

* Identifies trends in service and escalates concerns to leadership.

* Refers unresolved customer issues to appropriate department for further investigation and handling.

* Partners with various departments including Policy Support, Claims and Underwriting in responding to or assisting to resolve customer concerns.

* May work with external vendors to further solve for or respond to customer needs.

* Builds knowledge and industry acumen through self directed learning to contribute updated content to Knowledge Management system for department use.

* Stays current with underwriting and policy guidelines, and other updates including Department of Insurance requirement changes.

* May provide peer support.

* Performs other duties as assigned.

**Physical Actions**

* Sits or stands for extended periods of time, up to a full work shift.

* Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction.

* Visually verifies and reads information. Visually locates material, resources and other objects.

* Ability to 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 Requirements**

* High school diploma or equivalent required.

* Associates degree or progress towards the completion of Bachelor's degree preferred.

**Experience Requirements**

One or more years general working experience preferred providing consultative service support within a high volume, complex environment.

**Special Skill Requirement**

* Critical Thinking

* Advanced conflict resolution skills

* Consistently meeting or exceeding performance measurement goals

**Additional Qualification**

Job Location(s): US - ID - Boise, US - ID - Boise-Bannock, US - ID - Boise-Emerald, US - ID - Meridian, US - ID - Pocatello-2500, US - ID - Pocatello-2520, US - ID - Pocatello-Vista, US - ID - Remote, US - MT - Billings-27thSt, US - MT - Billings-31stSt, US - MT - GrtFls-3rd, US - MT - GrtFls-Central, US - MT - Missoula, US - MT - Remote, US - NM - Albque-IndSchol, US - NM - Albque-JuanTabo, US - NM - Albque-Marquete, US - NM - Albque-Wyoming, US - NM - Remote, US - UT - American Fork, US - UT - Ogden, US - UT - Provo, US - UT - Remote, US - UT - Riverdale, US - UT - Salt Lake City, US - UT - Sandy, US - UT - Sandy-Monroe, US - UT - St. George, US - UT - West Valley, US - WY - Cheyenne, US - WY - Remote

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