Customer Retention Specialist

We are Farmers, an award‑winning, equal‑portunity committed to delivering peace of mind to customers through protection and comprehensive advice.

Workplace:
Hybrid – at least three days in the office and up to two days ote options available for qualified candidates.

• Responsible for engaging with external customers to effectively communicate Farmers value proposition, focusing on the policy benefits and conducting thorough policy reviews.
• Assists customers in making informed decisions regarding appropriate coverage options and deductibles for their asset protection needs.
• Dedicated to delivering an exceptional service, ensuring all customer complex inquiries and policy requirements are met.
• Communicates with customers through various channels while adeptly navigating multiple brand systems and platforms to provide comprehensive and complex support. Provides both service and sales support.
• Provides peer support through on-the-job training and knowledge sharing.
• Role is hybrid to Caledonia, MI, Phoenix, AZ, Kansas City, KS, Dayton, OH and Warwick, RI. If you are within 50 miles of one of these locations, you will work a hybrid schedule of three days in the office, two days  you are not within 50 miles of one of these locations, you may still be considered for a virtual role.

• Explains renewal and other premium changes, educates on policy benefits, and conducts a full policy review.
• Receives and responds to inquiries related to insurance matters that require expert support. Interacts with customers, agents, and others to resolve complex issues regarding policy provisions and conditions.
• Explains premium changes. Quotes, sells, and generates premium.
• Analyze, clarify and resolve complex policy and account related questions from external customers.
• Accesses account information and communicates while working in multiple systems across all brands.
• Uses account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.
• Makes decisions about ambiguous situations. Documents customer interactions and outcomes thoroughly in system, including notation and applicable data tracking.
• Resolves issues requiring expert support.
• Actively listens to customer concerns to identify trends or patterns.
• Recognizes opportunities for innovation and process improvement and makes recommendations to leadership.
• Advocates on behalf of the customer. Devises customer‑centric solutions for complex insurance issues.
• Leads implementation of process changes. Monitors performance metrics and prepares reports.
• Builds and shares knowledge and acumen through self‑directed learning. Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
• Continues to build personal skill set by participating in in‑house or outside insurance or industry related courses or seminars as deemed necessary to expand product and system knowledge.
• Stays current with relevant product(s), which includes all specialty lines.
• Champions change initiatives and fosters acceptance and support for these changes within the team.

• Job is performed in‑person at a Farmers office or virtually at an approved alternative work location.
• The physical work environment is indoors and climate‑controlled with adequate lighting and ventilation.
• Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions.
• Frequently sits for prolonged periods of time, up to a full shift.
• Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces.
• Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance.
• Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties.
• Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift.
• Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees.
• Possesses…