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Michigan Farm Bureau Family of Companies - Lansing, MI
posted 2 months ago
About the position
The Associate P/C Customer Service Specialist is a key member of the Property/Casualty Customer Service Team, responsible for delivering exceptional customer service. This role involves addressing customer inquiries regarding billing accounts and policy information for personal and commercial lines, processing payments, and managing significant cash allocations. The specialist will also work to enhance customer relationships and improve service processes.
Responsibilities
- Develop and build knowledge of billing and banking rules/regulations such as smart pay.
- Develop and build knowledge of the 12 P/C policy rules and guidelines of contracts written by the companies and their various endorsements and exclusions.
- Answer telephone inquiries and process transactions on all P/C products from agents, insureds, and lienholders effectively and efficiently.
- Handle telephone calls from multiple foreign languages, as well as interpret Farm Bureau industry language.
- Take ownership of complaints and inquiries and proactively follow through to resolution.
Requirements
- High school diploma or equivalent required.
- Previous experience using a computer or keyboarding required.
- Previous experience or training in telephone and written communications required.
- Experience in customer service activities required.
- Proven skills in Microsoft Office required.
- Designations in AINS, ACS and/or AIS required, or actively being pursued.
- Certification in 7 Habits, 5 Choices of Extraordinary Productivity and/or Pictorials required, or actively being pursued.
- Completion of Delivering Insurance Services and Principles of Property and Casualty Insurance pictorials required, or must be completed within two years of hire.
- Completion of Telephone Doctor training required, or must be completed within the first year of hire.
Nice-to-haves
- Associate's degree preferred with focus on business administration, management insurance or finance.
- Minimum six months' experience in insurance processing preferred.
- One year call center experience preferred.
- One year professional office experience preferred.
- Bilingual skills preferred.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401K
