Licensed Customer Service Representative - PDCC

This role provides support to customers (insureds, clients, advisors, partners and agencies), as well as internal and external business partners. Continually develops (or evolves) knowledge and skills necessary to provide expected support. Understands and maintains key performance indicators while living our company values.

Position Compensation Range

$25.00 - $36.77

Pay Rate Type

Hourly

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Independently serves as first point of contact for customers (insureds, agents, clients, advisors, or other relationship partners) regarding service issues, assists in troubleshooting issues, and enter complex service requests into appropriate systems for resolution by appropriate service partners.
• Educates clients and advisors directly on newly enacted services, systems or procedures, as they arise, to facilitate efficient self-service. Serve as a key resource for customers on company or product policies and systems and troubleshoot complex usability issues raised by customers.
• Responds directly to information requests initiated by customers utilizing a variety of systems. Provides information to customers and works with appropriate internal partners to resolve any outstanding questions.
• Serves as peer mentor to other team members.
• Consults and counsels with prospective customers via inbound telephone calls to sell insurance products.
• Utilizes knowledge of products and underwriting guidelines to collect customer information, evaluate business appetite and individual risks, match coverage needs to available products, and generate quotes.
• Cross-sells and binds new or additional products and/or coverage as appropriate.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Basic knowledge and understanding 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.

Licenses

• You must CURRENTLY have an active Property and Casualty Producers License or a Personal Lines License to be considered for this role. It needs to be a resident license for the state that you reside.
• Property and casualty producer licenses for all operating and/or service states must be obtained within 30 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.

Additional Information

• Offer to selected candidate will be made contingent on the results of applicable background checks
• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
• Sponsorship will not be considered for this position unless specified in the posting

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.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email [email protected] to request a reasonable accommodation.