Customer Experience Associate - Columbus

Indiana Farm Bureau Insurance•Columbus, IN

About The Position

The Customer Experience Associate works closely with customers to explain discounts and programs, resolve related issues, set appointments, and answer incoming calls. The role also supports policy and billing requests, processes payments, submits requested claims paperwork, and provides proof-of-insurance documents. The associate may assist with INFB Health Plans and perform other duties assigned by management.

Requirements

High school diploma or GED equivalent.
Three years of customer service experience; insurance experience is preferred.
Property & Casualty insurance license required, or ability to obtain the license within one year.
Working knowledge of Farm Bureau discounts and programs, or ability to learn the information quickly.
Ability to communicate with a variety of audiences.
Strong time-management and problem-solving skills.
Strong attention to detail and accuracy.
Ability to interact professionally with internal and external clients.
Proficiency using Android and Apple phones.
Patience and understanding when guiding customers through technology.

Nice To Haves

Insurance experience is preferred.

Responsibilities

Discuss discounts with customers and resolve questions or issues about discounts and programs.
Reach out to customers and set appointments.
Cross-sell the Multi-Line discount.
Handle incoming calls and answer questions.
Collect payments and make policy changes.
Set up bill accounts and handle other basic billing requests.
Submit claims paperwork requested by claims representatives.
Provide proof-of-insurance documents requested by clients.
May assist with INFB Health Plans.
Perform additional duties assigned by management.