Remote Customer Support Specialist

Remote Customer Service Rep

Company: American Family Insurance (AmFam)

Job Title: Customer Service Representative (Remote) Department: Customer Service / Policyholder Services
Employment Type: Full Time
Work Arrangement: Mostly remote; eligibility may depend on geography and business needs.
Reporting To: Manager, Customer Service

About American Family Insurance

American Family Insurance is a U S based insurance company that provides insurance and financial protection to people families farms and businesses. It insures autos, homes, tenants, life, business, farms and leisure vehicles.

Customer service teams help policyholders, insurance agents, advisers and business partners by answering questions, resolving service problems, explaining policy information and assisting with billing and policy changes. 

Position

American Family Insurance is recruiting for a Remote Customer Service Representative to help policyholders, agents and other business partners. Successful applicant will be responsible for responding to client queries, researching account concerns, clarifying insurance information, processing service requests, and assisting in resolving issues with expediency and professionalism.

Excellent communication skills, strong judgment, attention to detail and ability to operate independently in a largely home based work environment is required. Customer communications may be conducted by telephone, e-mail, online forms, chat or other approved methods of communication.

Main responsibilities

• • Act as the first point of contact for clients, policyholders, agents and business partners
• Answer billing, policy coverage, payment, account information and policy change inquiries.
• Listen to the client's complaints carefully and ask pertinent questions to understand the client's needs.
• Provide fast, precise and straightforward assistance with research account details.
• Answer basic service requests and document client interactions with company systems
• Explain company policies, services available and general company procedures within allowed boundaries.
• Assist clients in understanding applicable billing methods, coverage and insurance options.
• Take ownership of client demands and push toward successful first contact resolution where possible.
• Recognize complex or delicate circumstances and refer to appropriate department or specialist.
• Keep a complete log of queries, actions taken, follow-ups needed and resolutions.
• Work with agents, claims, billing, underwriting and other internal partners 
• Protect sensitive client, financial and insurance data.
• Follow all company policies, operational procedures, quality standards and all applicable federal and state obligations
• Meet established customer service, quality, productivity and performance goals.
  
• Complete required training, coaching and professional development activities.
• Partner with colleagues to help drive process improvement initiatives.
• Pinpoint typical client issues and provide solutions to enhance service efficiency.
• Keep up to date with American Family goods, systems, services and practices.

Qualifications Required:
High school diploma or GED required.
Experience in customer service, contact center operations, retail, hotel, financial services, insurance or related business desirable.
Strong verbal and written communication skills.
Excellent listening, problem solving and interpersonal abilities.
Capable of explaining things in a professional manner.• Ability to multi-task in a fast paced work environment.
• Strong attention to detail and data entry skills.
Skilled in the use of computers, email, internet applications and other office software.
Ability to understand insurance products, policies, processes and customer service systems.
Ability to operate independently but connected to a remote team.
A readiness to operate within established protocols, and absorb coaching and feedback.
Can work discreetly and manage sensitive client information appropriately.

Preferred Qualifications:
Experience in insurance or financial services industry.
Experience in a high volume customer contact center.
Experience in insurance billing, policy services, or coverage terms.
Experience with customer relationship management systems or call center software.
Property & Casualty insurance licenses, if applicable.
Bilingual English/Spanish communication skills as needed for employment.
Ability to recognize consumer wants and recommend suitable services within guidelines.

Some customer service professions at American Family require the person to obtain and maintain the necessary Property and Casualty producer licenses within particular time frames. What you need for a license and where qualifies will be varied for what position and state.

What Working Remotely Looks Like

The successful candidates may be required to:

Create a quiet, secure and business-like home work environment.
Ensure you have good high speed internet and the correct PC set up.
Keep customer and policy information secret.
• Be available and present for your scheduled work and training periods.
Attend periodic in-person meetings, corporate events and onboarding training as needed.
Meet all technology, workspace, security and virtual employee needs.
Core Competencies
Excellent client service
Listening actively and empathy
Effective communication
Problem Solving and Decision Making
Attention to detail and accuracy
Time management skills
Flexibility
The view of a professional.
Partnership
Integrity and Confidentiality
Expectations for Performance.

Performance can be measured in terms of . Quality of service and satisfaction of the customer
Documentation completeness and accuracy.
Resolution of issues and response time.
“Efficiency and compliance with assigned tasks.
Compliance with company policy and regulatory requirements.
Correct use of customer service systems.
Teamwork and process improvement contribution

Compensation & Benefits

Compensation, license help, work schedule and benefits are dependent on the specific role, location and terms of employment with American Family Insurance. Perks for publicly posted customer-service jobs have included medical, dental and vision care, retirement or pension programs, paid time off, paid vacations and training and professional-development opportunities.

Equal Employment Opportunity and

American Family Insurance said the company is committed to equitable employment opportunities and consideration of qualified persons. All hiring decisions are made according to applicable employment laws and company standards.