Customer Care Representative - Farmers Service Operations (Hybrid - KS)

Farmers Insurance is a leading provider of insurance solutions dedicated to delivering peace of mind to customers. The Customer Care Representative will be the first point of contact for customers, addressing inquiries and insurance policy needs while ensuring compliance with legal requirements.

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

Skills

• High School Diploma or equivalent required
• 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
• 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
• Personal Lines or Property and Casualty license may be required for this role

Benefits

• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance

Company Overview

Company H1B Sponsorship