Customer Care Representative (Specialty Service)

Farmers Insurance is a team with a passion for purpose and making a real difference in people’s lives. The Customer Care Representative will be the first point of contact for customers, supporting inquiries and insurance policy needs, while delivering exceptional customer service and proactively seeking solutions.

Responsibilities:

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements
• Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms
• Receive and respond to inquiries related to insurance matters
• Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions
• Evaluate and interpret policy information within prescribed authority limits
• Access account information and communicate while working in multiple systems
• Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions
• Document customer interactions and outcomes thoroughly in system
• Escalate unresolved issues requiring advanced support for further resolution
• Build knowledge and acumen through self-directed learning
• Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements
• Help maintain department knowledge resources to keep them current
• Actively listen to customer concerns to identify trends or patterns
• Recognize opportunities for process improvement and makes recommendations to leadership
• Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries
• May work with external vendors to further address customer needs
• Adhere to assigned, tightly regulated schedule and follow procedures for requesting time off

Requirements:

• Minimum of 1-3 years customer service
• High School Diploma or equivalent required
• Property and Casualty license will be required for this role
• 1 year of experience in call center environment, insurance or related field
• Experience providing customer support within a high-volume, complex environment
• Experience with Microsoft Office suite of tools