What are the responsibilities and job description for the Customer Service Representative position at North Carolina Farm Bureau Mutual Insurance Company?
The ideal candidate loves helping others, great at multitasking, Proactive, Motivated, and loves a challenge.
JOB FUNCTION: Primarily responsible for customer service duties and administrative tasks as they relate to all aspects of the Farm Bureau program. Employee will assist customers with member benefits, as well as property and casualty policies. Employee will also support office procedures, guidelines and workflows.
TRAINING, EDUCATION, KNOWLEDGE AND SKILLS REQUIRED
1.High school graduate or equivalent. Prefer some college or comparable work experience.
2.Experience with use of personal computers and Microsoft programs (Excel, Word, Outlook) preferred.
3.Strong interpersonal communication required. Must have the ability to handle written correspondence, in-person customer service, and assistance via phone in a professional manner.
4.Good organizational skills and capacity to multitask efficiently.
MAJOR DUTIES OF POSITION
1.Gain knowledge of the total Farm Bureau program in order to answer questions and/or refer members to the appropriate contacts. More in-depth participation in the program’s activities may be required.
2.Become familiar with basic customer service principles, county office procedures and company guidelines. This includes, but is not limited to, position expectations in an agency, customer relations etiquette and knowledge of company systems and workflow.
3.Develop a fundamental understanding of property and casualty (P&C) insurance.
4.Handle administrative duties such as filing, incoming mail, and monitoring pending transactions.
5.Assist all county members, agents and staff as needed or assigned, within the current level of training, scope of licensure and position requirements.
6. Provide phone coverage, giving information to callers within the current level of training and scope of licensure. Route calls to appropriate individual when necessary.
7. Attend training classes as needed for professional development and understanding of the CSR position (travel may be required).
8. Become familiar with the state and county organizational structures.
9. Develop a knowledge base of all company systems accessed by county CSRs in order to provide service to members.
10. Utilize Microsoft programs to perform tasks, maintain email correspondence, access agent availability detail, and other workflow tracking needs.
11. Develop an understanding of the membership system and procedures.
12. Become functional with all aspects of payment procedures, guidelines and systems.
13. Gain proficiency in acquiring information and handling submission of policy change requests within the current level of training and scope of licensure.
14. Assist customers with claims reporting via submission of loss notices on the appropriate claims system.
15. Assist with policies and procedures related to the NC Beach/Fair Plan (NCJUA/IUA).
16. Aid in processing loss notices, COI/POI requests and payments for Flood (Southern Farm Bureau Casualty) and NCFB Brokerage, when applicable.
17. Become familiar with and abide by county file retention procedures.
18. Become familiar with and capable of procedures related to insurance bank and county accounts as required.
19. Order supplies as assigned and approved by the Agency Manager.
20. Begin training on CSR Level 2 tasks when appropriate.
21. If determined to be a candidate, begin licensing process for Property and Casualty.
22. Other duties deemed necessary as approved by SSC and assigned by the Agency Manager.