Farmers Insurance

Customer Care Representative

Farmers Insurance

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $22 - $24 per hour

Job Level

Junior

About the role

  • You will be the first point of contact for our customers, supporting inquiries and insurance policy needs by answering questions regarding coverage, rates, billing issues, and general policy reviews.
  • We care about your professional development at Farmers, so we offer paid training with our renowned University of Farmers before you start serving customers, so you can succeed in this role!
  • 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.
  • The Day-to-Day 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.
  • 1 year of experience in call center environment or related field preferred.
  • Experience providing customer support within a high-volume, complex environment preferred.
  • 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.
  • Experience with Microsoft Office suite of tools preferred.
  • 1 year of experience in insurance or related field preferred.