Agency Field Support Representative

American Family Insurance • Madison, WI

23h • Hybrid

About The Position

This position serves as the primary contact for independent sales agents and field sales employees seeking transactional information related to account statements, finance plans, producer appointments and terminations, policy transfers, and licensing. Provides requested information or escalates issues to the appropriate resource for resolution. Completes a wide variety of off-phone processes using various systems. In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to one of our office locations (within approximately 35-50 miles). 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.

Requirements

• Demonstrated experience providing customer-driven solutions, support or service
• Demonstrated experience in a customer service environment.
• Demonstrated experience in multitasking.
• Demonstrated experience using Microsoft Office Suite (e.g., Access, Excel, Outlook, and Word).
• Demonstrated experience working under strict deadlines.

Responsibilities

• Provides front-line support to independent sales agents and field sales employees with questions regarding account statements, finance plans, producer appointments and terminations, policy transfers, and licensing.
• Serves as a clearinghouse for inquiries and assesses the urgency of the customer's needs to provide appropriate direction or resources. Escalates issues to team members, manager, or other areas as needed.
• Communicates with agents on licensing changes and state regulatory issues.
• Ensures details of contact are appropriately documented in information management system.
• Enters information for producer lifecycle in internal systems.
• Processes transfers of policies from one agent to another as well as from one state to another. Enters in mainframe systems as well as product line systems; tracks in internal spreadsheet.
• Supports agent account statement entry and other entry related to agency field support.
• Processes department reports as assigned.

Benefits

• comprehensive medical, dental, vision and wellbeing benefits
• competitive 401(k) contribution
• pension plan
• annual incentive
• 9 paid holidays
• paid time off program (23 days accrued annually for full-time employees)
• student loan repayment program
• paid-family leave
• relocation support

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed