Job Description

OBJECTIVE

To lead the Field Force to success by providing comprehensive training and customer service support for independent contractor insurance agents to quote, sell, and service clients. To provide operator service during normal business hours by answering and taking ownership of all incoming calls to the Agent Development Office (ADO) in a prompt, professional, and courteous manner. To proactively research and resolve policy issues by assisting agents and customers by phone, in-person, email, daily document listings, and system reports. To oversee daily office operations of the Agent Development Office and policy servicing. To be a multi-line subject matter expert for field staff. To offer training for all lines of business and system operations to ADO staff, agent staff, and agents.

RESPONSIBILITIES

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

Face-to-face interaction with ADO Field Customer Service Representatives, Agent Staff, Agents, Managing Partners, and insureds.

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, make bank deposits and handle all monies according to money handling procedures.

Maintain cash drawer by counting cash and keeping a daily log.

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

Support new agents and field staff as they learn to use Farm Bureau Insurance and FB Partner Group products and procedures, as well as Farm Bureau membership.

QUALIFICATIONS

Required:

• Associate`s degree required or equivalent experience may be considered.
• Bachelor’s degree preferred with focus on business administration, FBCISR, AINS, CIC, management, insurance or finance or equivalent experience may be considered.
• Experience with Microsoft Outlook, Word, Excel and PowerPoint required.
• Active P/C license required or must be successfully obtained within 90 days of employment.
• Willingness to pursue continuing job-related training and education required.

Preferred:

• Minimum one year of experience in insurance processing preferred.
• Two-years professional office experience and customer service preferred.

PM 19