Customer Retention Specialist
About The Position
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, Dayton, OH and Warwick, RI. If you are within 50 miles of one of these locations, you will work a hybrid schedule of three days in the office, two days at home. If you are not within 50 miles of one of these locations, you may still be considered for a virtual role.
Requirements
- High School Diploma or equivalent required.
- Property and Casualty license required. Candidates must currently hold a Property & Casualty license or be willing to obtain one. Farmers will provide support and resources to help qualified candidates earn their license.
- Ability to be appointed to sell insurance in all states required.
- 2 years of experience in insurance or related field required.
- Demonstrated customer service skills.
- Strong verbal communication and listening skills.
- Advanced product and policy processing system acumen across brands including Farmers, Bristol West, FWS, and Specialty required.
- Demonstrated written communication skills.
- Demonstrated analytical skills.
- Demonstrated problem solving skills.
- Demonstrates excellent judgment and decision making skills.
- Effective conflict management skills.
- Able to apply strong de-escalation techniques to tense interpersonal interactions.
- Performs work independently with minimal supervision.
- Possesses strong technical aptitude.
- Advanced computer skills with ability to navigate multiple systems simultaneously.
Nice To Haves
- Experience providing advanced customer support within a high-volume, complex environment preferred.
Responsibilities
- 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.
- Analyze, clarify and resolve 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.
Benefits
- Farmers offers a competitive salary commensurate with experience, qualifications and location.
- Bonus Opportunity (based on Company and Individual Performance)
- 401(k)
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- Paid Parental Leave
- Tuition Assistance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
