Distribution Escalation Consultant

Farmers Insurance Careers

3d•$85,800 - $163,125•Hybrid

About The Position

The DM Hub serves as the centralized support, escalation, and performance‑enablement partner for District Managers. This role provides expert guidance, resolves complex issues, and supports DMs throughout their lifecycle — from onboarding to ongoing performance. The position manages escalations end‑to‑end, drives consistency across districts, and partners cross‑functionally to reduce friction and improve the overall DM experience. Work is performed independently with strong judgment and minimal supervision.

Requirements

High School Diploma or equivalent required.
5-7 years of experience in employee relations, customer relations, or similar role required.

Nice To Haves

Bachelors degree preferred.
Insurance industry experience preferred.
Prior experience working in an agency or District Manager office preferred.

Responsibilities

Support District Manager onboarding, ensuring new DMs receive clear guidance, resources, and navigation support as they ramp into their role.
Serve as the primary contact for complex escalations from District Managers and their staff, including issues related to compensation, incentives, staffing, marketing programs, policies, and operational processes.
Provide ongoing support that strengthens DM performance, offering clarity, direction, and proactive guidance to help DMs operate confidently and effectively.
Assess the nature, severity, and root cause of escalated issues, determining appropriate actions and coordinating with subject matter experts to resolve them efficiently.
Act as a centralized knowledge and navigation hub, helping DMs access the right tools, information, and business partners quickly.
Maintain accurate documentation of escalations, actions taken, and outcomes; identify trends and recommend improvements that enhance the DM experience.
Drive consistency across districts by ensuring aligned guidance, standardized processes, and clear communication.
Prioritize cases based on urgency and business impact, aiming for immediate resolution whenever possible.
Partner with key business stakeholders to implement corrective actions and prevent recurring issues.
Escalate highly complex or unusual cases to leadership when additional support is required.
Perform other duties as assigned, contributing to broader initiatives that support DM success and operational excellence.