You will provide support to insureds and agencies, and internal and external partners. Handle each interaction with a genuine desire to connect with the caller while adapting the support to the customer's needs.

Take ownership of each interaction while advocating for the customer. Develop (or evolve) knowledge necessary to provide expected support.

Understand and maintain measurements while living our values.

In this primarily home-based role, you will spend 80% of your time (4 days per week) working from home. Candidates must reside within a 50-mile radius (or 35-mile radius for Chicago) of one of the following locations : Madison, WI 53783;

Chicago, IL 60601; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034; Nashville, TN 37214

On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events.

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

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Compensation Minimum : $23 / hour

Compensation may vary based on the job level and your geographic work location.

Primary Accountabilities

• Respond to customer interactions regarding billing, policy coverage, and policy changes. Interactions may occur through multiple customer contact channels such as phone, email, e-form, chat, and social media platforms.
• Accepts ownership of requests and provides service to ensure complete customer satisfaction.
• Empowered to take risks and make exception decisions. Review the situation to ensure decision is appropriate for both the customer and us.
• Assist with peer development through information and knowledge sharing.
• Embrace the process improvement concepts in daily work, identifying opportunities for improvement and making recommendations for change.
• Attend scheduled training class and participates in development opportunities to further expand customer service skills.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions or service.
• Basic knowledge of mathematics (arithmetic, averaging, percentages, etc.).
• Demonstrated experience in a customer service environment. (This includes face to face service or contact center; retail, insurance, hospitality, etc.).
• Demonstrated ability to take the lead and guide our customers to resolution.
• If unlicensed, provide proof of successful completion of the AD Banker On-Line Pre-Licensing Course for employee's resident state prior to 8 : 00am CT the Wednesday before start date or the offer will be rescinded.

Proof of successful completion is : 1. A score of at least 80% on the comprehensive exam for resident states having this exam in their coursework, and / or 2.

The certificate(s) of completion for resident states requiring a pre-licensing course.

Licenses

• Resident state licensing exam(s) for property and casualty producer licenses within 30 days of hire.
• Property and casualty producer licenses for all operating and / or service states must be obtained within 60 days of hire.
• Required to maintain current, active license(s) status by continuing education and meeting all state, operating and regulatory requirements.

Travel Requirements

Up to 10%.

Physical Requirements

Work that primarily involves sitting / standing.

Working Conditions

Not applicable.

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We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture.

We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health.

We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees).

In addition, our student loan repayment program and paid-family leave are available to support our employees and their families.

Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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Last updated : 2024-02-28