Customer Retention Specialist

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35734

We are Farmers - where ambition meets opportunity.

At Farmers, we’re not just known for unforgettable jingle - we’re a team with a passion for purpose and making a real difference in people’s lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal - it’s a way of life for both the organization and every individual on our team.

We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us.

Join an award-winning, equal opportunity employer, where you’ll find more than a job – you’ll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do.

Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office.

Applicants beyond fifty (50) miles may still be considered.

• 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.

• 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.
• 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…