Job Summary

• Consults effectively with internal and external customers relating to insurance needs, eligibility and solutions to provide a positive customer experience.
• Utilizes in-depth knowledge of Company products and services while working across multiple lines of insurance and within multiple technology platforms within a fast-paced, dynamic, contact center environment.

Essential Job Functions

• Resolves customer and agent inquiries, solves problems related to policies. Consults effectively throughout the insurance life cycle relating to coverage, renewals, cancellations, pricing and other general service related requests.
• Utilizes multiple system platforms to conduct research, identify processes and review prior transactions to make sound decisions and recommendations to customers.
• Maintains accurate system documentation of customer interactions or transactions, details of inquiries, complaints, or comments, as well as action taken.
• Acts as an advocate of the business to identify new coverage opportunities, retain customers and recommend Farmers Insurance to others.
• Identifies trends in service and escalates concerns to leadership.
• Refers unresolved customer issues to appropriate department for further investigation and handling.
• Partners with various departments including Policy Support, Claims and Underwriting in responding to or assisting to resolve customer concerns.
• May work with external vendors to further solve for or respond to customer needs.
• Builds knowledge and industry acumen through self directed learning to contribute updated content to Knowledge Management system for department use.
• Stays current with underwriting and policy guidelines, and other updates including Department of Insurance requirement changes.
• May provide peer support. Performs other duties as assigned.

Physical Environment

• This role, whether performed virtually or in an office setting, operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.
• Sits or stands for extended periods of time, up to a full work shift.
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
• Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
• Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction.
• Visually verifies and reads information.
• Visually locates material, resources and other objects.
• Ability to operate a computer for extended periods of time, up to a full work shift.
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Education Requirements

• High school diploma or equivalent required.
• Associates degree or progress towards the completion of Bachelor's degree preferred.
• Personal Lines or Property and Casualty license may be required for this role.
• If required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

Experience Requirements