Associate P​/C Customer Service Specialist

OBJECTIVE

To work as a member of the Property/Casualty (P/C) Customer Service Team to provide exemplary customer experiences to policyholders and over 400 agents and their field office staff in a prompt, professional manner. To address policy and billing‑related questions and concerns from internal and external customers on all personal and commercial lines of business via the telephone, e‑mail, and website. To follow department standards of metrics tracked to ensure quality service.

To preserve the Customer Service relationship, gather information and improve the overall service.

Provide timely assistance to existing and potential policyholders, agents, and lienholders by addressing their inquiries about billing, insurance coverage questions and changes, and member benefits via answering telephone calls.

Develop and maintain intermediate knowledge of departmental processing methods, industry standards and regulations, procedures, and Farm Bureau product lines and software, such as Legacy, Guidewire, Salesforce, and others, to accurately and efficiently answer customer inquiries and resolve problems.

Develop, maintain, support, and utilize an intermediate understanding of company, customer, DIFS, agent, and affiliated company relationships, and the company's core values and departmental standards for professionalism and courtesy in business conduct.

* This position offers flexibility, allowing for remote or in‑person work options upon successful completion of an approximately two-month In‑Person training period at our Home Office in Lansing, MI.

• High school diploma or equivalent required.
• Keyboarding skills with 60 wpm and accuracy required.
• Six months’ experience or training in telephone and written communications required.
• Six months’ experience in customer service activities required.
• Demonstrated ability to learn new technologies required.
• One year of experience in the use of computers, phones, and software required.

• Associate’s degree with a focus on business administration, management, insurance, or finance preferred.
• Minimum of six months' experience in the insurance industry preferred.
• Experience with Microsoft suite of applications, including but not limited to One Note, PowerPoint, Word, and Outlook preferred.
• One year of contact center or professional office experience preferred.
• Bilingual skills preferred.
• Designations in AINS, ACS, or AIS preferred.