Senior Client Support Specialist

Company Farm Family Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages, business owner policies, commercial package, workers compensation, commercial auto and select personal auto coverage. Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S. The Farm Family entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Job Description Business Title(s):
Senior Client Support Specialist

Employment Type:

Full-Time FLSA Status:
Non-Exempt

Location:

In-Office - Any employee, in any Clearbrook office, can apply for this opportunity and stay in their current location.

Summary:

We are looking for a highly customer-focused Senior Client Support Specialist to join our Claims team and work in our Call Center located in Omaha, NE. The position reports to a Customer Service Director based in Springfield, MO. The Senior Client Support Specialist’s primary role will be to market our Participating Agent Program, promoting the services we offer in our Client Service Center, assisting with onboarding new agents, and conducting regular follow up calls to our Regional Field Executives, Territory Leaders, and agents.

In addition, the Client Support Specialist will be customer facing, assisting our clients with inquiries, concerns and requests about products and services that are received from a number of communication channels. The majority of each workday is spent communicating on the telephone. By using active listening skills, Senior Client Support Specialist ascertain the reason the client is contacting the company and provide them with a resolution resulting in a positive client experience, while simultaneously building and maintaining relationships.

Much of service conducted for clients is that which requires a Property and Casualty Producer License and extensive product/service knowledge. This is a full‑time position scheduled for 40 hours per week. The training schedule will be Monday through Friday, 8:00 a.m. to 5:00 p.m., with a one‑hour unpaid lunch break. Following training, the regular work schedule may vary between 7:30 a.m. and 6:30 p.m., Monday through Friday, with rotating Saturday shifts between 7:00 a.m. and 7:00 p.m. A set schedule will be assigned toward the end of the training period based on business needs.

Employees in this role are required to accurately record all hours worked and submit timesheets in accordance with company policy. Overtime may be assigned as business needs dictate, and employees are expected to work overtime when required. This is a 100% in‑office position. Candidates must be able to work on‑site at a designated company office during standard business hours.

Essential Responsibilities:

Under close supervision and guidance, works within narrowly defined limits to provide effective customer service and serve as a strategic partner to hybrid and independent agents in order to increase our participating agent program by promoting the services offered, assisting with onboarding, and providing regular follow‑ups to improve the partnership. Possess a strong, in‑depth working knowledge and understanding of applicable products and services (and possibly systems) as well as procedures of all servicing departments within particular business area.

Provide assistance regarding website/mobile app registration as needed. Monitor workflow for back office items with a high level of efficiency, such as documenting files, preparing and sending letters/forms, and completing process workflows to complete client services. Possess extensive knowledge of (as applicable) policy/coverage interpretation, health benefits of each policy, verification and/or…