What are the responsibilities and job description for the Contact Center Representative position at Indiana Farm Bureau Insurance?
We are looking for someone who can:
- Answer incoming phone calls with professional verbal communication, speaking both clearly and distinctly
- Provide exceptional customer service via verbal and written communication.
- Complete proper documentation on interactions including tasks that have been assigned to colleagues.
- Process changes and updates to existing life insurance policies.
- Receive and process first notice of loss claims and updates.
- Research, analysis, and engage in problem resolution to correct errors or discrepancies.
- Participate in training programs for current and new products and services, customer concerns, telephone etiquette, and other training as needed or required.
Requirements for Success:
- High school diploma or GED equivalent required.
- One year of customer service, call center, or insurance experience.
- Strong verbal, written, and listening communication skills for a customer-focused environment.
- Attention to detail, initiative, and problem-solving abilities.
- Ability to communicate clearly over the phone, actively listen, accurately restate customer needs, and document customer interactions while meeting performance standards and engaging in de-escalation as needed.
- Capable of multitasking and prioritizing departmental tasks.
- Ability to maintain professional relationships with internal and external customers for a positive experience.
- Proficient in Microsoft Office and familiar with company processing systems.
We can offer you:
- An organization that values work/life balance.
- Training and development opportunities to grow personally and professionally.
- Industry-leading benefits plan including health, vision, dental, 401K, company-wide incentive plan, and an Employee Community Volunteer Program.
- A collegial team-focused environment.
- Education reimbursement plan after one year of employment.
Please Note: If technical issues cannot be resolved over the phone, contact center representatives must come to the home office for resolution.
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