What are the responsibilities and job description for the PC Member Services Coordinator position at Farm Bureau Financial Services?
Do you enjoy helping others develop and succeed by coaching, supporting and sharing your knowledge? Are you interested in process improvements, focus on the client/member experience and have a strategic vision? Do you have strong communication, customer service and relationship building skills? If so, this PC Member Services Coordinator opportunity may be a great fit for you!
Who We Are: At Farm Bureau Financial Services, our client/members can feel confident knowing their family, home, auto, and other property are protected. We value a culture where integrity, teamwork, passion, service, leadership, and accountability are at the heart of every decision we make and every action we take. We're proud of our more than 80-year commitment to protecting the livelihoods and futures of our client/members and creating an atmosphere where our employees thrive.
What You'll Do
As a P/C Member Services Coordinator, you will be part of the team responsible for the development, implementation and monitoring of the training and quality assurance review process for the PC Multi-Line Contact Center. This includes onboarding new employees, conducting reviews to ensure that customer service standards are met, and performing lifecycle training for all department staff. You will develop training curriculum and provide classroom and phone training for all new Customer Experience Representatives, as well as recognize business, processing, and/or system enhancement opportunities and recommend solutions. You will collaborate with leadership to develop and maintain quality standards, best practices, procedures and measurements of service level expectations to ensure department and Company goals are met. In this role, you must be flexible as you will have other job-related duties and special projects as assigned.
What It Takes To Join Our Team
Work Authorization/Sponsorship: At this time, we are not considering candidates that need any type of immigration sponsorship now or in the future, such as additional or permanent work authorization. Applicants must be currently authorized to work in the United States on a full-time, permanent basis. We are not able to sponsor now or in the future, or take over sponsorship of, an employment visa or work authorization for this role. For example, we are not considering candidates with OPT status.
Who We Are: At Farm Bureau Financial Services, our client/members can feel confident knowing their family, home, auto, and other property are protected. We value a culture where integrity, teamwork, passion, service, leadership, and accountability are at the heart of every decision we make and every action we take. We're proud of our more than 80-year commitment to protecting the livelihoods and futures of our client/members and creating an atmosphere where our employees thrive.
What You'll Do
As a P/C Member Services Coordinator, you will be part of the team responsible for the development, implementation and monitoring of the training and quality assurance review process for the PC Multi-Line Contact Center. This includes onboarding new employees, conducting reviews to ensure that customer service standards are met, and performing lifecycle training for all department staff. You will develop training curriculum and provide classroom and phone training for all new Customer Experience Representatives, as well as recognize business, processing, and/or system enhancement opportunities and recommend solutions. You will collaborate with leadership to develop and maintain quality standards, best practices, procedures and measurements of service level expectations to ensure department and Company goals are met. In this role, you must be flexible as you will have other job-related duties and special projects as assigned.
What It Takes To Join Our Team
- Associates Degree or equivalent plus two years of relevant experience required. Associate in Insurance Services certification and Associate in General Insurance designation preferred.
- Working knowledge of inquiry and automated rating systems.
- Flexibility to organize work to meet Farm Bureau Member Service Standards with limited supervision under tight deadlines.
- Must have excellent analytical, customer service, communication, and creative problem-solving skills.
- Strong written and verbal communication skills.
- Ability to read, write, and speak the English language. Bilingual is helpful.
- Ability to work in person from our office in West Des Moines, Iowa or Manhattan, Kansas.
Work Authorization/Sponsorship: At this time, we are not considering candidates that need any type of immigration sponsorship now or in the future, such as additional or permanent work authorization. Applicants must be currently authorized to work in the United States on a full-time, permanent basis. We are not able to sponsor now or in the future, or take over sponsorship of, an employment visa or work authorization for this role. For example, we are not considering candidates with OPT status.
