P​/C Digital Customer Service Specialist

Objective

P/C Digital Customer Service Specialist Objective

To be a proficient 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, billing, and web-related questions and concerns from internal and external customers on all personal lines and commercial lines of business via e-mail, chat, and website.

To provide proficient online service during standard business hours by responding to and taking ownership of all incoming chats and tickets from internal and external customers and members quickly and courteously. To proactively research and resolve policy and billing issues and online account technical grievances, while documenting activities and reporting back to agent offices. To promote additional coverages for customers when appropriate.

To lead the department by excelling in all metrics tracked to ensure quality service and lead by example for Associate P/C Customer Service Specialists. To preserve the Customer Service relationship, gather information, and improve the overall service process.

• Provide timely assistance to existing and potential policyholders, agents, and lienholders by addressing their inquiries about billing, insurance coverage questions and changes, website assistance, and member benefits via answering incoming chats and emails.
• Maintain proficient knowledge of departmental processing methods, industry standards and regulations, procedures, and Farm Bureau product lines and software, such as Live Chat, Farm Bureau’s external website, Legacy, Guidewire, Salesforce, and others, to accurately and efficiently answer customer inquiries and resolve problems.
• Maintain, support, and utilize a proficient 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.

• Required
• High school diploma or equivalent required.
• Minimum six months’ experience in the insurance industry required.
• One year of contact center or professional office experience is required.
• Keyboarding skills with 60 wpm and accuracy required.
• One year of experience or training in telephone and written communications required.
• Two years of experience in customer service activities required.
• Must possess an active Michigan Resident Producer P/C License required or must be obtained within 6 months of hire.
• Two years of experience in the use of computers, phones, and software required.
• One year of experience with proven skills in Microsoft suite of applications, including One Note, PowerPoint, Word, and Outlook required.
• Proficient ability to learn new technologies required.
• Preferred
• Associate’s degree with a focus on business administration, management, insurance, or finance preferred.
• Bilingual skills preferred.
• Designations in AINS, ACS, or AIS preferred.
• Web support and chat experience preferred.
• Note: 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
• Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19