What are the responsibilities and job description for the Customer Service Representative I position at Farm Bureau Insurance?
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POSITION DESCRIPTION
POSITION TITLE: Customer Service Representative I
OFFICE LOCATION: Madison County / Main Office
POSITION REPORTS TO: Agency Manager
POSITION STATUS: Full Time
GENERAL DESCRIPTION Position in which in-depth administrative duties are performed, as they relate to all aspects of the Farm Bureau program. This includes knowledge of membership benefits; limited participation in the administration of these benefits; in-depth knowledge of property and casualty products, procedures and workflows; and the possibility of beginning the insurance licensing procedure.
SPECIAL TRAINING, EDUCATION, KNOWLEDGE AND SKILLS
1. High school graduate or equivalent required. Prefer four-year college degree or comparable work experience.
2. Experience with use of PC, word processing, and spreadsheet software preferred.
3. Must work well with others and be flexible to handle numerous duties daily in a professional manner, including assistance to members or customers in the county office as well as on the phone.
4. Good organizational skills preferred.
5. Professional attitude and dress required.
6. Completion of INS series preferred.
MAJOR DUTIES
1. Become proficient with the total Farm Bureau program and benefits in order to answer questions and/or refer members to the appropriate contacts. More in-depth participation in these activities may be required.
2. Obtain an in-depth understanding of property and casualty insurance.
3. Attend training classes as needed for professional development and to perform assigned tasks with accuracy and efficiency. (Travel may be required.)
4. Develop skills with word processing software and spreadsheet software to perform tasks to assist in the day-to-day operation of the office.
5. Handle basic administrative duties such as filing, incoming mail, etc.
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6. Develop and expand knowledge to use the Internet as needed to send messages or to retrieve information to assist members, board of directors, agents, and other county support staff.
7. Develop a proficient knowledge base of the mainframe, PC, and Internet systems used in order to provide customer service and assistance to members/insureds.
8. Process pending and 2nd requests for all lines of business according to established procedures.
9. Be proficient in taking information for change requests for all lines as assigned within the county when no interpretation of coverage issues is required.
10. Provide assistance to agents, associate agents, field reps, members, county president, board of directors, and county support staff as needed or assigned, within the current level of training.
11. Provide phone coverage, answer questions, and give information to callers, within the current level of training. Route calls to appropriate individual when necessary.
12. Become familiar with the procedures for handling payments for Blue Cross/Blue
Shield and for providing contact numbers, when needed. Refer other questions to agents or associate agents as applicable.
13. Become familiar with satellite offices, if applicable, and perform duties within current level of training, when needed.
14. Become familiar with county file retention procedures, and perform purges to county files using the approved retention schedules with supervision within the county.
15. Begin to attend organizational meetings, as deemed necessary.
16. Begin training on initial Level 2 tasks, if/when feasible.
17. If determined to be a candidate, complete licensing procedure for property and casualty.
18. Be familiar with basic customer service principles including phone etiquette, handling difficult customers, etc.
19. Become familiar with office personnel as well as office procedures, expectations, hours, dress, etc.
20. Other duties as deemed necessary.
Job Type: Full-time
Pay: $12.00 - $17.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Disability insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Parental leave
- Vision insurance
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Mars Hill, NC 28754: Reliably commute or planning to relocate before starting work (Required)
Work Location: One location
Salary : $12 - $17