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Customer Care Representative – Farmers Insurance

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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

  • One or more years general working experience preferred providing consultative service support within a high volume, complex environment.

Benefits

  • Farmers offers a competitive salary commensurate with experience, qualifications and location.
    o CA Only: $17.35 – $23.75
    o CO Only: $16.15 – $22.55 
    o NY Only: $17.35 – $23.75 
             o Albany County: $17.35 – $21.68 
    o WA Only:  $17.35 – $28.19 
  • 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
  • For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer