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At American Family Insurance Claims Services, Inc. we believe people are an organization?s most valuable asset, and their ideas and experiences matter. From our CEO to our agency force, we?re committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers? dreams in ways never imagined.

American Family Insurance Claims Services, Inc is driven by our customers and employees. That?s why we provide more than just a job ? we provide opportunity. Whether you?re already part of our team in search of a new challenge or new to our company and ready for what?s next, you?re in the right place. Every dream is a journey that starts with a single step. Start your journey right here. Join our team. Bring your dreams.

Job ID:

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

Compensation Minimum:$23

Compensation Maximum:$26.94

Summary:

This position will support the Farm/Ranch division. The CFR FRST Representative responds to CFR policy-related inquiries received from agents, agency staff, operations and customers. Triages questions and issues, researches the best course of action and documents or takes the appropriate action in the applicable systems. Demonstrates solid knowledge of at least one line of business (preferred Farm/Ranch) and continues to develop knowledge of multiple product lines and leverages product and system knowledge to address questions to resolve on first call, with minimal effort required on the part of the customer thus providing the most customer value. May conduct on the job mentoring of associate level and job shadowing.

Job Description:

Primary Accountabilities

• Provides field support through multiple channels. Uses multiple systems and product knowledge to obtain information needed to resolve issues or questions.
• Processes quotes, changes, and payments when appropriate.
• Identifies and assesses the urgency of the customer's needs to provide appropriate direction.
• Escalates complex and/or sensitive inquiries to the appropriate next level.
• Participates in problem solving activities and huddles.
• Follows appropriate procedures and continuous process improvement standard work.

Specialized Knowledge and Skills

• Demonstrated experience providing customer-driven solutions, support or service.
• Demonstrated customer service skills and knowledge of customer service processes and functions.
• Demonstrated experience with various PC software applications (e.g. Microsoft Office Suites, Internet Explorer, Outlook).
• Basic typing/keyboarding skills (35 wpm).
• Must be available to work non-standard and extended hours when needed (Hours of operation: 7:00 a.m. - 7:00 p.m. CT Mon-Fri)
• Bilingual (preferred)
• Experience from call center or experience working in the insurance industry (preferred)

Additional Job Information:

• Farm/Ranch experience preferred
• Previous Call-center experience is preferred
• Previous experience working remotely is preferred
• Insurance background is a must
• Must be able to work a shift assigned between the hours of 7am - 7pm Monday - Friday (No overtime/No weekends)

When you work at American Family Insurance Claims Services you can expect 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, and a paid-time off program. 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 Enterprise benefits.

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

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