Agency Field Support Representative

American Family Insurance•Madison, WI

2d•Remote

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.

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.