ADO Field Trainer/Customer Service Representative
About The Position
The ADO Field Trainer/Customer Service Representative leads and supports the Field Force by providing comprehensive training and customer service assistance to independent contractor insurance agents as they quote, sell, and service clients. The role provides operator service during normal business hours, answering incoming calls to the Agent Development Office (ADO) promptly and professionally and taking ownership of each call. It researches and resolves policy issues by assisting agents and customers by phone, in person, email, through daily document listings, and with system reports. The position also oversees daily ADO office operations and policy servicing, serves as a multi-line subject matter expert for field staff, and trains ADO staff, agent staff, and agents on all lines of business and system operations. The position assists customers and prospective customers with billing, coverage, and membership-benefit questions; receives, processes, and verifies insurance and membership transactions; and follows complaints and inquiries through to resolution. It accepts and applies customer payments, makes bank deposits, handles funds according to money-handling procedures, and maintains a cash drawer and daily log. The role gathers and prepares quotes and information for all lines of business and supports new agents and field staff as they learn Farm Bureau Insurance and FB Partner Group products, procedures, and Farm Bureau membership. The work location is onsite at the Cascade ADO office.
Requirements
- Associate degree required; equivalent experience may be considered.
- Experience with Microsoft Outlook, Word, Excel, and PowerPoint required.
- Active property and casualty (P/C) license required, or must be successfully obtained within 90 days of employment.
- Willingness to pursue continuing job-related training and education required.
Nice To Haves
- At least one year of insurance processing experience preferred.
- Bachelor's degree preferred, with a focus on business administration, FBCISR, AINS, CIC, management, insurance, or finance; equivalent experience may be considered.
- Two years of professional office experience and customer service preferred.
Responsibilities
- Provide training and customer service support to independent contractor insurance agents who quote, sell, and service clients.
- Answer incoming ADO calls during normal business hours promptly, professionally, and courteously, taking ownership of each call.
- Research and resolve policy issues by assisting agents and customers by phone, in person, email, daily document listings, and system reports.
- Oversee daily ADO office operations and policy servicing.
- Serve as a multi-line subject matter expert for field staff.
- Train ADO staff, agent staff, and agents on all lines of business and system operations.
- Assist customers and prospective customers with billing, insurance coverage, and membership-benefit questions.
- Interact face-to-face with ADO 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 customer payments, make bank deposits, and handle funds according to money-handling procedures.
- Maintain the cash drawer by counting cash and keeping a daily log.
- Gather and prepare quotes and information for all lines of business.
- Support new agents and field staff in learning Farm Bureau Insurance and FB Partner Group products and procedures, as well as Farm Bureau membership.
Benefits
- Full benefit package including medical, dental, vision, and 401K.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
