Customer Retention Specialist - Grand Rapids - Caledonia, MI (49316)

Job

Summary Responsible for engaging with external customers to effectively communicate Farmers value proposition, focusing on the policy benefits and conducting thorough policy reviews.

Assists customers in making informed decisions regarding appropriate coverage options and deductibles for their asset protection needs.

Dedicated to delivering an exceptional service, ensuring all customer complex inquiries and policy requirements are met.

Communicates with customers through various channels while adeptly navigating multiple brand systems and platforms to provide comprehensive and complex support.

Provides both service and sales support.

Provides 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 Explains renewal and other premium changes, educates on policy benefits, and conducts a full policy review.

Receives and responds to inquiries related to insurance matters that require expert support.

Interacts with customers, agents, and others to resolve complex issues regarding policy provisions and conditions.

Explains premium changes.

Quotes, sells, and generates premium.

Analyze, clarify and resolve complex policy and account related questions from external customers.

Accesses account information and communicates while working in multiple systems across all brands.

Uses account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.

Makes decisions about ambiguous situations.

Documents customer interactions and outcomes thoroughly in system, including notation and applicable data tracking.

Resolves issues requiring expert support.

Actively listens to customer concerns to identify trends or patterns.

Recognizes opportunities for innovation and process improvement and makes recommendations to leadership.

Advocates on behalf of the customer.

Devises customer-centric solutions for complex insurance issues.

Leads implementation of process changes.

Monitors performance metrics and prepares reports.

Builds and shares knowledge and acumen through self-directed learning.

Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.

Continues to build personal skill set by participating in in-house or outside insurance or industry related courses or seminars as deemed necessary to expand product and system knowledge.

Stays current with relevant product(s), which includes all specialty lines.

Champions change initiatives and fosters acceptance and support for these changes within the team.

Physical Actions Job is performed in-person at a Farmers office or virtually at an approved alternative work location.

The physical work environment is indoors and climate-controlled with adequate lighting and ventilation.

Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions.

Frequently sits for prolonged periods of time, up to a full shift.

Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces.

Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance.

Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties.

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.

Possesses clear vision, with or without correction, to visually read and verify information.

Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects.

Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace.

Jobs in this category require rare, if any, travel.

Education Requirements High School Diploma or equivalent required.

Personal Lines and/or Property and Casualty license required.

Candidates must either currently hold a Property & Casualty/Personal Lines license or be willing to obtain one.

Farmers will provide support and resources to help qualified candidates earn their 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.