Agency Customer Service Representative/Trainer

4 weeks ago

Grand Rapids, United States Michigan Farm Bureau Full time

OBJECTIVE:

To lead the Field Force for success by providing comprehensive customer service in preparing information for independent contractor insurance agents to quote, sell, and service clients. To provide excellent customer service in a prompt and professional manner. To provide operator service during normal business hours by answering and taking ownership of all incoming calls to the Area Service Office (ASO) in a quick and courteous manner. To proactively research and resolve policy issues by assisting agents and customers by phone, in person, and through daily document listings and activities reports. To oversee daily office operations and administration. To be a multi-line subject matter expert for field staff. To create and manage employee schedules, order office supplies, oversee and adhere to budget, and delegate daily tasks. To offer training for all lines of business and products to ASO staff, agent staff, and agents.

RESPONSIBILITIES:

Assist customers and potential customers with questions regarding billing, insurance coverages, and member benefits.

Face-to-face interaction with ASO Field Customer Service Representatives, Agent Staff, Agents, Managing Partners, and insureds.

Receive, process, and verify insurance and membership transactions.

Take ownership of complaints and inquiries and proactively follow through to resolution.

Accept and apply payments from customers, make bank deposits and handle all monies according to money handling procedures.

QUALIFICATIONS:

Required: High school diploma or equivalent required. Experienced computer usage and proven skills in Microsoft Outlook, Word, Excel and PowerPoint required. Demonstrated ability to learn new technologies required. Active P/C license required or must be successfully obtained within 90 days of employment. Keyboarding skills with accuracy required. Willingness to pursue continuing job-related training and education required.

Preferred: Associates degree preferred with focus on business administration, FBCISR, AINS, CIC, management, insurance or finance, or equivalent experience may be considered. Minimum one year of experience in insurance processing preferred. One-year professional office experience and customer service preferred.

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