Customer Retention Specialist - Kansas City

Farmers Insurance Careers-posted 3 months ago
Shawnee, KS
5,001-10,000 employees
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Responsible for engaging with external customers to effectively communicate Farmers value proposition, focusing on the policy benefits and conducting thorough policy reviews. Assists customers in making informed decisions regarding appropriate coverage options and deductibles for their asset protection needs. Dedicated to delivering an exceptional service, ensuring all customer complex inquiries and policy requirements are met. Communicates with customers through various channels while adeptly navigating multiple brand systems and platforms to provide comprehensive and complex support. Provides both service and sales support. Provides peer support through on-the-job training and knowledge sharing. Role is hybrid to Caledonia, MI, Phoenix, AZ, Kansas City, KS or Dayton, OH.

  • Explains renewal and other premium changes, educates on policy benefits, and conducts a full policy review.
  • Receives and responds to inquiries related to insurance matters that require expert support.
  • Interacts with customers, agents, and others to resolve complex issues regarding policy provisions and conditions.
  • Explains premium changes. Quotes, sells, and generates premium.
  • Analyzes, clarifies and resolves complex policy and account related questions from external customers.
  • Accesses account information and communicates while working in multiple systems across all brands.
  • Uses account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.
  • Makes decisions about ambiguous situations.
  • Documents customer interactions and outcomes thoroughly in system, including notation and applicable data tracking.
  • Resolves issues requiring expert support.
  • Actively listens to customer concerns to identify trends or patterns.
  • Recognizes opportunities for innovation and process improvement and makes recommendations to leadership.
  • Advocates on behalf of the customer. Devises customer-centric solutions for complex insurance issues.
  • Leads implementation of process changes. Monitors performance metrics and prepares reports.
  • Builds and shares knowledge and acumen through self-directed learning.
  • Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
  • Continues to build personal skill set by participating in in-house or outside insurance or industry related courses or seminars as deemed necessary to expand product and system knowledge.
  • Stays current with relevant product(s), which includes all specialty lines.
  • Champions change initiatives and fosters acceptance and support for these changes within the team.
  • High School Diploma or equivalent required.
  • Personal Lines and/or Property and Casualty license required.
  • Candidates must either currently hold a Property & Casualty/Personal Lines license or be willing to obtain one.
  • Ability to be appointed to sell insurance in all states required.
  • 2 years of experience in insurance or related field required.
  • Experience providing advanced customer support within a high-volume, complex environment preferred.
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