Farmers of Salem

Customer Support

• Mail & Payment Processing
• Open, sort, and process incoming billing mail
• Scan and post checks using the check scanning system
• Reconcile daily payment activity including credit cards, ACH, and mailed checks
• Answer incoming calls via the Billing Queue with professionalism and confidence
• Provide support to policyholders, mortgage companies, agents, and staff on billing-related inquiries
• Process payments, billing plan changes, returned payments (e.g., NSF), and refund checks
• Maintain detailed documentation and notes in the policy system
• Handle service requests including cancellations, reinstatements, and miscellaneous workflow items

Billing Customer Service Representative

Manager

• Oversee and manage the day-to-day liability claims process and personnel within the claim department.
• Develop and manage external resources including independent adjusters, attorneys, experts, and investigation services.
• Oversee the handling of all aspects of liability claims, including coverage evaluations, reserving, investigations, liability assessments, negotiation, settlement, litigation management, and reinsurance reporting.
• Provide direction on proper workflows, communication standards, documentation, and service expectations.
• Ensure compliance with the Unfair Claims Settlement and Practices Act for each state in which the company conducts business (NJ, DE, MD, PA).
• Ensure fair, timely, and appropriate claim settlements including coverage reviews, investigation strategies, and liability evaluations.
• Monitor file progression including files with significant severity or complexity, and participate in claim review meetings to determine file strategy and direction.
• Plan, prioritize, and assign workloads to ensure prompt file handling and consistent work production.
• Oversee the response and resolution of appeals, DOI inquiries, and consumer complaints.
• Provide file authority and direction to staff as appropriate.
• Participate directly in the specialized handling of complex and litigated liability claims requiring advanced experience.
• Provide training, technical support, and guidance to adjusters and supervisory staff on complex coverage and liability issues.
• Establish standards promoting excellent customer service in the claims process.
• Ensure adherence to corporate, regulatory, and statutory standards.
• Implement quality control measures to ensure work meets or exceeds performance and compliance standards.
• Lead the implementation and ongoing maintenance of claims handling systems, policies, procedures, and workflows.
• Review, develop, and implement processes and procedures to drive efficiency and productivity; identify opportunities for process improvement.
• Oversee Claims Department human resource functions including employee development, performance evaluations, and disciplinary actions when appropriate.
• Coordinate with underwriting, legal, risk, compliance, finance, and other internal departments as needed.
• Ability to multi-task, manage competing priorities, and respond to urgent issues throughout the workday.
• Embrace and promote company objectives, values, and initiatives.
• Maintain a positive and professional attitude; support business needs, organizational change, and continuous improvement initiatives.
• Attend and participate in industry conferences, seminars, and training as appropriate.

Billing Customer Service Representative

Liability Claims Manager