OBJECTIVE

Agency Services Phone Support Representative Objective

To prepare the Field Force for success by providing comprehensive customer service in preparing information for independent contractor insurance agents to quote, sell, and service clients. To provide excellent customer service in a prompt and professional manner. To provide operator service during normal business hours by answering and taking ownership as much as possible of all incoming calls to the Agency Services support team in a quick and courteous manner. To proactively research and resolve policy issues by assisting agents and customers by phone and through daily document listings and activities reports.

RESPONSIBILITIES

Agency Services Phone Support Representative Responsibilities

Assist customers and potential customers with questions regarding billing, insurance coverages, and member benefits.

Receive, process, and verify insurance and membership transactions.

Take ownership of complaints and inquiries and proactively follow through to resolution.

Accept and apply payments from customers.

Gather and prepare quotes and information for all lines of business.

Identify cross-sell opportunities.

Train other team members on process, procedures, and technology as assigned.

Maintain a high level of knowledge regarding Farm Bureau systems, procedures, and products to be a trusted resource for the field as well as home office team members.

Identify, recommend, and enact procedural changes to improve job efficiency and effectiveness.

Stay current on changes as they relate to job functions.

Advance in understanding of all program and internal systems used by Farm Bureau to streamline and facilitate policy handling.

QUALIFICATIONS

Agency Services Phone Support Representative Qualifications

Required

High school diploma or equivalent required.

Experienced computer usage and proven skills in Microsoft Outlook, Word, Excel, and PowerPoint required.

Demonstrated ability to learn new technologies required.

Active P/C license required or must be successfully obtained within 90 days of employment.

Keyboarding skills with accuracy required.

Willingness to pursue continuing job-related training and education required.

Preferred

Associate’s degree preferred with focus on business administration, management, or insurance.

Minimum six months of experience in insurance processing preferred.

One-year professional office experience and customer service preferred.

Note: Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19