ADO Field Trainer/Customer Service Representative

Michigan Farm Bureau Family of Companies•Novi, MI

14d

About The Position

The ADO Field Trainer/Customer Service Representative leads the Field Force by providing comprehensive training and customer service support to independent contractor insurance agents so they can quote, sell, and service clients. The role provides operator service during normal business hours, answering and taking ownership of incoming calls to the Agent Development Office (ADO) promptly, professionally, and courteously. The position proactively researches and resolves policy issues while assisting agents and customers by phone, in person, email, daily document listings, and system reports. It oversees daily ADO office operations and policy servicing, serves as a multi-line subject matter expert for field staff, and delivers training on all lines of business and system operations to ADO staff, agent staff, and agents.

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

Bachelor's degree preferred, with a focus on business administration, FBCISR, AINS, CIC, management, insurance, or finance; equivalent experience may be considered.
Minimum one year of experience in insurance processing preferred.
Two years of professional office experience and customer service preferred.

Responsibilities

Answer and take ownership of incoming ADO calls during normal business hours in a prompt, professional, and courteous manner.
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.
Provide training on all lines of business and system operations to ADO staff, agent staff, and agents.
Assist customers and potential customers with questions about billing, insurance coverages, and member benefits.
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 follow through proactively to resolution.
Accept and apply customer payments, make bank deposits, and handle monies 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 as they learn Farm Bureau Insurance and FB Partner Group products and procedures, as well as Farm Bureau membership.