Customer Retention Specialist

Farmers Insurance Group • Phoenix, AZ

94d • $27 - $30 • Hybrid

About The Position

Farmers is more than just your favorite commercials. 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 a diverse 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! To learn more about our high-performance culture and open opportunities, check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.

Requirements

• High School Diploma or equivalent required.
• Personal Lines and/or Property and Casualty license required.
• 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.

Responsibilities

• Engage with external customers to effectively communicate Farmers value proposition, focusing on the policy benefits and conducting thorough policy reviews.
• Assist customers in making informed decisions regarding appropriate coverage options and deductibles for their asset protection needs.
• Deliver exceptional service, ensuring all customer complex inquiries and policy requirements are met.
• Communicate with customers through various channels while adeptly navigating multiple brand systems and platforms to provide comprehensive and complex support.
• Provide peer support through on-the-job training and knowledge sharing.
• Explain renewal and other premium changes, educate on policy benefits, and conduct a full policy review.
• Receive and respond to inquiries related to insurance matters that require expert support.
• Interact with customers, agents, and others to resolve complex issues regarding policy provisions and conditions.
• Quote, sell, and generate premium.
• Analyze, clarify and resolve complex policy and account related questions from external customers.
• Access account information and communicate while working in multiple systems across all brands.
• Use account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.
• Make decisions about ambiguous situations and document customer interactions and outcomes thoroughly in the system.
• Resolve issues requiring expert support.
• Actively listen to customer concerns to identify trends or patterns.
• Recognize opportunities for innovation and process improvement and make recommendations to leadership.
• Advocate on behalf of the customer and devise customer-centric solutions for complex insurance issues.
• Lead implementation of process changes and monitor performance metrics.
• Build and share knowledge and acumen through self-directed learning.
• Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
• Continue to build personal skill set by participating in in-house or outside insurance or industry related courses or seminars.
• Stay current with relevant product(s), which includes all specialty lines.
• Champion change initiatives and foster acceptance and support for these changes within the team.

Benefits

• Competitive salary commensurate with experience, qualifications and location.
• Starting hourly pay for this role is $27.38-$30.29, based on 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

What This Job Offers

• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees