Associate P/C Customer Service Specialist

OBJECTIVE

Associate P/C Customer Service Specialist Objective

To work as a member of the Property/Casualty (P/C) Customer Service Team to provide excellent customer service in a prompt and professional manner. To address questions and concerns from customers by providing billing account and/or all personal lines and commercial lines of business policy information and solving problems or errors via the telephone, e-mail and website. To process billing account changes, process payments, and handle the manipulation of $2,000,000 to $3,000,000 cash allocation, distribution and invoicing using 100-plus cash accounting reports. To preserve the Customer Service relationship, gather information and improve the process from wherever the problem originated.

RESPONSIBILITIES

Associate P/C Customer Service Specialist Responsibilities

Develop and build knowledge of the billing and banking rules/regulations such as smart pay.

Develop and build knowledge of the 12 P/C policy rules and guidelines of contracts written by the companies and their various endorsements and exclusions, as well as knowledge of company procedures such as Farm Bureau advantage discount.

Answer telephone inquiries and process transactions on all P/C products from agents, insureds and lienholders effectively and efficiently. Handle telephone calls from multiple foreign languages, as well as interpret Farm Bureau industry language. Take ownership of complaints and inquiries and proactively follow through to resolution.

QUALIFICATIONS

Associate P/C Customer Service Specialist Qualifications

Required : High school diploma or equivalent required. Previous experience using a computer or keyboarding required. Previous experience or training in telephone and written communications required. Experience in customer service activities required. Proven skills in Microsoft Office required. Designations in AINS, ACS and/or AIS required, or actively being pursued. Certification in 7 Habits, 5 Choices of Extraordinary Productivity and/or Pictorials required, or actively being pursued. Completion of Delivering Insurance Services and Principles of Property and Casualty Insurance pictorials required, or must be completed within two years of hire. Completion of Telephone Doctor training required, or must be completion within first year of hire.

Preferred : Associate’s degree preferred with focus on business administration, management insurance or finance. Minimum six months’ experience in insurance processing preferred. One year call center experience preferred. One year professional office experience preferred. Bilingual skills preferred.

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

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