Farmers Insurance DDHQ
Customer Retention Specialist - Grand Rapids
Farmers Insurance DDHQ, Caledonia, Michigan, United States, 49316
Overview
Customer Retention Specialist - Grand Rapids. Responsible for engaging external customers to communicate Farmers value proposition, focusing on policy benefits and conducting thorough policy reviews. Assists customers in selecting appropriate coverage options and deductibles for asset protection. Delivers exceptional service, handling complex inquiries and policy requirements across multiple brand systems and platforms, providing both service and sales support. Role is hybrid to Caledonia, MI, Phoenix, AZ, Kansas City, KS or Dayton, OH. Responsibilities
Engage external customers to communicate Farmers value proposition, focusing on policy benefits and conducting thorough policy reviews. Assist customers in making informed decisions regarding appropriate coverage options and deductibles for asset protection needs. Deliver exceptional service, ensuring all customer complex inquiries and policy requirements are met. Communicate with customers through various channels while navigating multiple brand systems and platforms to provide comprehensive and complex support. Provide both service and sales support. Provide peer support through on-the-job training and knowledge sharing. Role is hybrid to Caledonia, MI, Phoenix, AZ, Kansas City, KS or Dayton, OH. Essential Job Functions
Explain renewal and other premium changes, educate on policy benefits, and conduct full policy reviews. Receive and respond to inquiries related to insurance matters requiring expert support. Interact with customers, agents, and others to resolve complex issues regarding policy provisions and conditions. Explain premium changes. Quote, sell, and generate premium. Analyze, clarify and resolve complex policy and account-related questions from external customers. Access account information and communicate while working in multiple systems across all brands. Use account information, advanced product knowledge, and understanding of compliance or legal requirements to make appropriate recommendations. Make decisions about ambiguous situations. Document customer interactions and outcomes thoroughly in the system, including notation and applicable data tracking. Resolve issues requiring expert support. Actively listen to customer concerns to identify trends or patterns. Recognize opportunities for innovation and process improvement and make recommendations to leadership. Advocate on behalf of the customer. Devise customer-centric solutions for complex insurance issues. Lead implementation of process changes. Monitor performance metrics and prepare reports. Build and share knowledge through self-directed learning. Stay informed about underwriting, policy guidelines, compliance and legal requirements. Continue to build personal skill set by participating in in-house or external insurance or industry courses or seminars as needed to expand product and system knowledge. Stay current with relevant products, including all specialty lines. Champion change initiatives and foster acceptance and support within the team. Physical Actions
Job is performed in-person at a Farmers office or virtually at an approved alternative work location. Indoor, climate-controlled environment with adequate lighting and ventilation. Normal distractions include office noise and interruptions. Frequently sits for prolonged periods, up to a full shift. Occasionally moves about the workplace, including navigating stairs, ramps, and uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and/or places objects up to 25 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Clear vision, with or without correction, to read and verify information. Depth perception and peripheral vision to navigate the work environment and identify barriers or objects. Adequate hearing, with or without correction, to communicate and respond to signals or alarms. Jobs in this category require rare, if any, travel. Education Requirements
High School Diploma or equivalent required. Property and Casualty license required. Candidates must hold a Property & Casualty license or be willing to obtain one. Farmers will provide support to earn the license. Ability to be appointed to sell insurance in all states required. Experience Requirements
2 years of experience in insurance or related field required. Experience providing advanced customer support within a high-volume, complex environment preferred. Seniority level
Entry level Employment type
Full-time Job function
Other Industries
Insurance
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Customer Retention Specialist - Grand Rapids. Responsible for engaging external customers to communicate Farmers value proposition, focusing on policy benefits and conducting thorough policy reviews. Assists customers in selecting appropriate coverage options and deductibles for asset protection. Delivers exceptional service, handling complex inquiries and policy requirements across multiple brand systems and platforms, providing both service and sales support. Role is hybrid to Caledonia, MI, Phoenix, AZ, Kansas City, KS or Dayton, OH. Responsibilities
Engage external customers to communicate Farmers value proposition, focusing on policy benefits and conducting thorough policy reviews. Assist customers in making informed decisions regarding appropriate coverage options and deductibles for asset protection needs. Deliver exceptional service, ensuring all customer complex inquiries and policy requirements are met. Communicate with customers through various channels while navigating multiple brand systems and platforms to provide comprehensive and complex support. Provide both service and sales support. Provide peer support through on-the-job training and knowledge sharing. Role is hybrid to Caledonia, MI, Phoenix, AZ, Kansas City, KS or Dayton, OH. Essential Job Functions
Explain renewal and other premium changes, educate on policy benefits, and conduct full policy reviews. Receive and respond to inquiries related to insurance matters requiring expert support. Interact with customers, agents, and others to resolve complex issues regarding policy provisions and conditions. Explain premium changes. Quote, sell, and generate premium. Analyze, clarify and resolve complex policy and account-related questions from external customers. Access account information and communicate while working in multiple systems across all brands. Use account information, advanced product knowledge, and understanding of compliance or legal requirements to make appropriate recommendations. Make decisions about ambiguous situations. Document customer interactions and outcomes thoroughly in the system, including notation and applicable data tracking. Resolve issues requiring expert support. Actively listen to customer concerns to identify trends or patterns. Recognize opportunities for innovation and process improvement and make recommendations to leadership. Advocate on behalf of the customer. Devise customer-centric solutions for complex insurance issues. Lead implementation of process changes. Monitor performance metrics and prepare reports. Build and share knowledge through self-directed learning. Stay informed about underwriting, policy guidelines, compliance and legal requirements. Continue to build personal skill set by participating in in-house or external insurance or industry courses or seminars as needed to expand product and system knowledge. Stay current with relevant products, including all specialty lines. Champion change initiatives and foster acceptance and support within the team. Physical Actions
Job is performed in-person at a Farmers office or virtually at an approved alternative work location. Indoor, climate-controlled environment with adequate lighting and ventilation. Normal distractions include office noise and interruptions. Frequently sits for prolonged periods, up to a full shift. Occasionally moves about the workplace, including navigating stairs, ramps, and uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and/or places objects up to 25 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Clear vision, with or without correction, to read and verify information. Depth perception and peripheral vision to navigate the work environment and identify barriers or objects. Adequate hearing, with or without correction, to communicate and respond to signals or alarms. Jobs in this category require rare, if any, travel. Education Requirements
High School Diploma or equivalent required. Property and Casualty license required. Candidates must hold a Property & Casualty license or be willing to obtain one. Farmers will provide support to earn the license. Ability to be appointed to sell insurance in all states required. Experience Requirements
2 years of experience in insurance or related field required. Experience providing advanced customer support within a high-volume, complex environment preferred. Seniority level
Entry level Employment type
Full-time Job function
Other Industries
Insurance
#J-18808-Ljbffr