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Customer Care Representative – FSO, FWS
Farmers Insurance. Deliver exceptional customer service and proactively seek solutions within compliance and legal requirements .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in delivering exceptional customer service while navigating compliance and legal requirements. Proficient in evaluating insurance policies and providing support for various insurance products, with a strong focus on problem-solving and process improvement.
Highest-signal resume keywords
Customer Service ExperienceProperty And Casualty LicenseIntermediate Computer SkillsCall Center ExperienceInsurance Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Policy EvaluationIssue ResolutionBilling Inquiry HandlingPolicy Servicing ActivitiesAccount Information Access
Soft Skills
Communication SkillsProblem-SolvingSelf-Directed LearningTrend IdentificationCollaboration
Tools & Technologies
Microsoft Office SuiteMultiple Systems Navigation
Certifications & Qualifications
High School DiplomaProperty And Casualty License
Industry Keywords
Insurance ComplianceCustomer SupportUnderwritingPolicy ProvisionsLegal Updates
About the role
Key responsibilities & impact- Deliver exceptional customer service and proactively seek solutions within compliance and legal requirements
- Communicate with customers and agents via phone, chats, and emails
- Receive and respond to inquiries related to insurance matters
- Resolve moderately complex issues regarding policy provisions and conditions
- Evaluate and interpret policy information within prescribed authority limits
- Answer questions regarding coverage, rates, billing issues, and general policy reviews
- Support auto, home, umbrella, and workplace-sponsored insurance products
- Handle billing inquiries, quotes, policy changes, cancellations, vehicle updates, and other policy servicing activities
- Access account information across multiple systems and platforms
- Make appropriate recommendations or decisions using account information, product knowledge, and compliance requirements
- Document customer interactions and outcomes thoroughly
- Escalate unresolved issues requiring advanced support
- Build knowledge through self-directed learning and stay current on underwriting, policy, compliance, and legal updates
- Help maintain current department knowledge resources
- Identify customer concern trends and recommend process improvements to leadership
- Partner with Policy Support, Claims, Underwriting, and external vendors
- Complete paid training through the University of Farmers, including instructor-led training, peer mentoring, and coaching
Requirements
What you’ll need- High School Diploma or equivalent required
- Property and Casualty license required; Farmers will help obtain the license during training if not already licensed
- Minimum of 1-3 years customer service experience
- 1 year of experience in a call center environment or related field preferred
- Experience providing customer support within a high-volume, complex environment preferred
- Intermediate computer skills with ability to navigate multiple systems simultaneously
- Ability to troubleshoot basic equipment issues involving headset, internet, and connectivity
- Experience with Microsoft Office suite of tools preferred
- Ability to work an assigned, tightly regulated schedule
- Ability to continuously operate a computer for extended periods
- Eligibility subject to applicable insurance employment restrictions, including 18 U.S.C. Section 1033
- Must be able to work from an eligible U.S. state listed in the posting
Benefits
Comp & perks- Annual performance-based bonus potential up to 10%
- 401(k) Plan
- Generous PTO
- Tuition Reimbursement
- Paid Training
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- Paid Parental Leave
- Tuition Assistance
- Quiet, distraction-free remote work environment and high-speed internet requirement
- Paid training including training materials and exam
- Two attempts to pass the Property and Casualty license exam