Insurance Customer Service Representative

For more than 85 years, American Family Insurance has built its reputation on sound principles. We strive to provide you industry-leading service, exceptional claims experience and products that build long-term relationships. This is accomplished by treating policyholders fairly in a helpful and caring way and making it easy and convenient to work with us. We know our customers like family.

The Store Front Customer Service Representative provides excellent service to potential and existing customers. Responds to customer inquiries regarding coverage, billing, or products in person, over the phone or through e-mail. Assists the sales staff with operational activities including ordering supplies, displaying marketing materials, sending customer mailings, and ensuring that store presentation supports brand consistency. Promotes brand awareness through participation in store and community events. Responsible for attaining service goals within company guidelines. Effectively participates in, and communicates input for, Corporate Test & Learn programs, systems user acceptance testing, and product tests.

**Customer Service** * Provides personalized, professional service to customers, seeking out opportunities to exceed customer expectations. * Responds to customer inquiries regarding coverage, billing, or products in person, over the phone or through e-mail. Processes changes to existing accounts and policies. * Resolves customer issues to build relationship with American Family. Coordinates the involvement of appropriate business partners when necessary. Keeps customer updated throughout the resolution process. * Follows up with customers for necessary documents and payments in order to process customer requests. * Assists customers with claim resolution activities. Offers referrals for auto and home repair through corporate programs. * Meets and exceeds service goals within company guidelines. * Processes changes to existing accounts and policies. * Serves as a liaison on behalf of the customer between the store front and various business partners. **Store Operations** * Schedules appointments with existing or prospective customers for the sales staff. * Performs daily administrative functions such as greeting customers, sending mailings, data entry, presentation of hospitality area, stocking and presentation of product and marketing materials. * Assists the sales manager with operational activities including ordering supplies, displaying marketing materials, sending customer mailings, and ensuring store presentation supports brand consistency. * Assists with development and set up of promotional and educational events occurring at the store. * Assist with cash handling and banking activities. **Insurance Sales** * Reviews existing coverage and advises customers regarding policy options. Identifies gaps in coverage and advise the customer of their risks; recommends additional policies and coverage. * Quotes policy premiums complying with underwriting guidelines. Contacts appropriate division for underwriting guidance when needed. * Uncovers opportunities to cross sell and provide additional coverage to existing customers. * Assists with meeting and exceeding sales goals within company guidelines.

**Specialized Knowledge and Skills Requirements** * Demonstrated experience providing customer-driven solutions, support or service. * Demonstrated customer service experience. * Demonstrated experience with PC software applications (Microsoft Office Suites, Internet Explorer). * Effective communication skills. * Solid knowledge and understanding of basic mathematical skills. **Education/Licenses/Designations** * Successfully obtain and maintain property and casualty, life, and health producer licenses for sales and service state. Required to pass the state licensing exam for property and casualty, life, and health producer licenses within 90 days of hire date. * Valid driver's license required plus an acceptable driving record.