What are the responsibilities and job description for the P/C Customer Service Specialist position at Michigan Farm Bureau Family of Companies?
OBJECTIVE
P/C Customer Service Specialist Objective
To work as a member of the Property/Casualty (P/C) Customer Service team to provide excellent customer service in a prompt and professional manner. To address policy and billing related questions and concerns from internal and external customers on all personal lines and commercial lines of business via the telephone, e-mail and website. To process billing account changes, process payments, and handle the manipulation of $2,000,000 to $3,000,000 cash allocation, distribution, and invoicing using 100-plus cash accounting reports. To train and provide support and assistance to the Associate P/C Customer Service Specialists. To preserve the Customer Service relationship, gather information and improve the overall service process. To occasionally assist management with projects, as well as represent the department as a subject matter expert.
RESPONSIBILITIES
P/C Customer Service Specialist Responsibilities
Maintain advanced knowledge of the billing and banking rules and regulations such as smart pay.
Maintain advanced knowledge of P/C policy rules and guidelines of contracts written by the Farm Bureau companies and their various endorsements and exclusions, as well as advanced knowledge of company procedures such as Farm Bureau advantage discount.
Answer telephone, email, and chat inquiries and process transactions on all P/C products from agents, insureds, and lienholders effectively and efficiently. Handle telephone calls from multiple foreign languages, as well as interpret Farm Bureau industry language. Take ownership of complaints and inquiries and proactively follow through to resolution.
QUALIFICATIONS
P/C Customer Service Specialist Qualifications
Required
High school diploma or equivalent required.
Associate’s degree preferred with focus on business administration, management insurance or finance.
Minimum six months’ experience in insurance processing required.
Previous experience using a computer or keyboarding required.
Previous experience or training in telephone and written communications required.
Experience in customer service activities required.
Proven skills in Microsoft Office required.
Designations in AINS, ACS or AIS required, or actively being pursued.
Completion of Delivering Insurance Services and Principles of Property and Casualty Insurance pictorials required, or must be completed within two years of hire.
Completion of Telephone Doctor training required and currently utilizing tools.
P/C License required, or must be obtained within 90 days of hire.
Preferred
One year of call center experience preferred.
One year of professional office experience preferred.
Bilingual skills preferred.
Note: This position required 6-weeks onsite training located at the Farm Bureau Home Office located in Lansing, Michigan.
Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.
PM19
Salary : $2,000,000 - $3,000,000
