Customer Advocate

Job ID: 7252Location: Olathe, KSDepartment: 240Education Required: High School DiplomaExperience Required: 1 - 3 YearsPosition Description: Maximizes positive customer experience for agency force and clients by identifying, understanding, and resolving their inquiries. Responds to inquiries from Farmers Insurance agents, lien holders, and policyholders.Position Requirements:Handles customer service for Auto and Fire Personal Lines products and supports policy processing and billing systems. Knows and follows product, system and underwriting procedures for assigned product(s). Keeps up-to-date with changes. Explains corporate procedures, underwriting philosophies, policies and marketing initiatives to agents or policyholders, to resolve customer issues. Analyzes and answers basic coverage, premium, and billing questions. Brings complaint calls to resolution using appropriate customer service skills. Reviews problems, communicates with Senior Customer Advocates to obtain information when necessary, and responds to agents and policyholders by telephone and through correspondence. May refer most difficult or time-consuming queries to Senior Customer Advocates. Endorses policies via servicing agent for assigned Personal Lines products. Documents transaction information on system as appropriate. Attains service level standards as outlined in performance objectives. Maintains efficiency of calls/electronic work and manages individual average call handle time, schedule adherence, and after call work. Continues to build personal skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system knowledge. Performs other duties as assigned..