Contact Center Representative

Indiana Farm Bureau Insurance • Indianapolis, IN

6d • Onsite

About The Position

We are looking for someone who can answer incoming phone calls with professional verbal communication, speaking both clearly and distinctly. This role involves providing exceptional customer service via verbal and written communication, completing proper documentation on interactions including tasks that have been assigned to colleagues. The representative will process changes and updates to existing life insurance policies, and receive and process first notice of loss claims and updates. Additionally, the role requires research, analysis, and problem resolution to correct errors or discrepancies. Participation in training programs for current and new products and services, customer concerns, telephone etiquette, and other training as needed or required is also a key part of the position.

Requirements

• High school diploma or GED equivalent required
• One year of customer service, call center, or insurance experience
• Strong verbal, written, and listening communication skills for a customer-focused environment
• Attention to detail, initiative, and problem-solving abilities
• Ability to communicate clearly over the phone, actively listen, accurately restate customer needs, and document customer interactions while meeting performance standards and engaging in de-escalation as needed
• Capable of multitasking and prioritizing departmental tasks
• Ability to maintain professional relationships with internal and external customers for a positive experience
• Proficient in Microsoft Office and familiar with company processing systems

Nice To Haves

• If technical issues cannot be resolved over the phone, contact center representatives must come to the home office for resolution.

Responsibilities

• Answer incoming phone calls with professional verbal communication, speaking both clearly and distinctly
• Provide exceptional customer service via verbal and written communication
• Complete proper documentation on interactions including tasks that have been assigned to colleagues
• Process changes and updates to existing life insurance policies
• Receive and process first notice of loss claims and updates
• Research, analysis, and engage in problem resolution to correct errors or discrepancies
• Participate in training programs for current and new products and services, customer concerns, telephone etiquette, and other training as needed or required

Benefits

• An organization that values work/life balance
• Training and development opportunities to grow personally and professionally
• Industry-leading benefits plan including health, vision, dental, 401K, company-wide incentive plan, and an Employee Community Volunteer Program
• A collegial team-focused environment
• Education reimbursement plan after one year of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED