Customer Retention Specialist

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 Dayton OH and Warwick RI. If you are within 50 miles of one of these locations you will work a hybrid schedule of three days in the office two days at home. If you are not within 50 miles of one of these locations you may still be considered for a virtual role.

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 performancemetrics 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.
• Property and Casualty license required.Candidates must currently hold a Property & Casualty 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.

Additional Qualification

• Demonstrated customer service skills.
• Strong verbal communication and listening skills.
• Advanced product and policy processing system acumen across brands including Farmers Bristol West FWS and Specialty required.
• Demonstrated written communication skills.
• Demonstrated analytical skills.
• Demonstrated problem solving skills.
• Demonstrates excellent judgment and decision making skills.
• Effective conflict management skills.
• Able to apply strong de-escalation techniques to tense interpersonal interactions.
• Performs work independently with minimal supervision.
• Possesses strong technical aptitude.
• Advanced computer skills with ability to navigate multiple systems simultaneously.