Customer Care Representative - Business Insurance

Farmers Insurance Careers

3d•Remote

About The Position

At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers. Farmers is an award winning, equal opportunity employer, committed to the strength of an inclusive workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn’t just our business – it’s our culture! This role assists internal and external customers with moderately complex issues related to insurance matters. It involves delivering exceptional service while proactively seeking feasible solutions within compliance and legal requirements, and communicating with customers via multiple channels while navigating multiple systems and platforms.

Requirements

High School Diploma or equivalent required.
Personal Lines or Property and Casualty license may be required for this role. If required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

Nice To Haves

1 year of experience in insurance or related field preferred.
Experience providing customer support within a high-volume, complex environment preferred.

Responsibilities

Receives and responds to inquiries related to insurance matters.
Interacts with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
Evaluates and interprets policy information within prescribed authority limits.
Accesses account information and communicates while working in multiple systems.
Uses account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.
Documents customer interactions and outcomes thoroughly in system.
Escalates unresolved issues requiring advanced support for further resolution.
Builds knowledge and acumen through self-directed learning.
Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
Helps maintain department knowledge resources to keep them current.
Performs other duties as assigned.
Actively listens to customer concerns to identify trends or patterns.
Recognizes opportunities for process improvement and makes recommendations to leadership.
Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.
May work with external vendors to further address customer needs.
Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.