Customer Care Representative - Specialty Services (Fully Remote) - Producer/Agent P&C REQUIRED

Farmers Insurance is a team with a passion for purpose and making a real difference in people’s lives. The Customer Care Representative role is critical in supporting customers and agents by addressing inquiries and providing assistance with insurance policy needs.

Responsibilities:

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements
• Communicate with customers and agents 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:

• High School Diploma or equivalent required
• Property and Casualty license is required for this role
• Minimum of 1-3 years customer service
• Strong technical aptitude: Intermediate computer skills with ability to navigate multiple systems simultaneously
• Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity
• Ability to continuously 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
• 1 year of experience in call center environment or related field preferred
• Experience providing customer support within a high-volume, complex environment preferred
• Experience with Microsoft Office suite of tools preferred