ADO Field Trainer/Customer Service Representative

Michigan Farm Bureau Family of Companies; Grand Blanc (MI); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Full benefits package including health

401K

Job summary

Michigan Farm Bureau Family of Companies is seeking a capable office professional to lead the Agent Development Office, providing comprehensive training and top-tier customer service to independent contractor insurance agents. You will handle calls, support policy servicing, and guide staff across multiple lines of business.

The role requires an associate degree (or equivalent), proficiency with Microsoft Office, and an active P/C license or ability to obtain within 90 days.

Qualifications

• Associate's degree required or equivalent experience may be considered.
• Experience with Microsoft Office (Outlook, Word, Excel, PowerPoint) required.
• Willingness to pursue continuing job-related training and education.

Responsibilities

• Lead the Field Force to success by providing comprehensive training and customer service support for independent contractor insurance agents to quote, sell, and service clients.
• Provide operator service during normal business hours by answering and taking ownership of all incoming calls to the Agent Development Office (ADO) in a prompt, professional, and courteous manner.
• Research and resolve policy issues by assisting agents and customers by phone, in-person, email, daily document listings, and system reports.
• Oversee daily office operations of the Agent Development Office and policy servicing.
• Be a multi-line subject matter expert for field staff.
• Offer training for all lines of business and system operations to ADO staff, agent staff, and agents.
• Assist customers and potential customers with questions regarding billing, insurance coverages, and member benefits.
• Face-to-face interaction with ADO Field Customer Service Representatives, Agent Staff, Agents, Managing Partners, and insureds.
• Receive, process, and verify insurance and membership transactions.
• Take ownership of complaints and inquiries and proactively follow through to resolution.
• Accept and apply payments from customers, make bank deposits and handle all monies according to money handling procedures.
• Maintain cash drawer by counting cash and keeping a daily log.
• Gather and prepare quotes and information for all lines of business.
• Support new agents and field staff as they learn to use Farm Bureau Insurance and FB Partner Group products and procedures, as well as Farm Bureau membership.

Skills

Customer service

Training

Communication

Office administration

Education

Associate's degree

Bachelor's degree

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Job description

• To lead the Field Force to success by providing comprehensive training and customer service support for independent contractor insurance agents to quote, sell, and service clients.
• To provide operator service during normal business hours by answering and taking ownership of all incoming calls to the Agent Development Office (ADO) in a prompt, professional, and courteous manner.
• To proactively research and resolve policy issues by assisting agents and customers by phone, in-person, email, daily document listings, and system reports.
• To oversee daily office operations of the Agent Development Office and policy servicing.
• To be a multi-line subject matter expert for field staff.
• To offer training for all lines of business and system operations to ADO staff, agent staff, and agents.
• Assist customers and potential customers with questions regarding billing, insurance coverages, and member benefits.
• Face-to-face interaction with ADO Field Customer Service Representatives, Agent Staff, Agents, Managing Partners, and insureds.
• Receive, process, and verify insurance and membership transactions.
• Take ownership of complaints and inquiries and proactively follow through to resolution.
• Accept and apply payments from customers, make bank deposits and handle all monies according to money handling procedures.
• Maintain cash drawer by counting cash and keeping a daily log.
• Gather and prepare quotes and information for all lines of business.
• Support new agents and field staff as they learn to use Farm Bureau Insurance and FB Partner Group products and procedures, as well as Farm Bureau membership.

Required

• Associate`s degree required or equivalent experience may be considered.
• Experience With Microsoft Outlook, Word, Excel And PowerPoint Required.
• Active P/C license required or must be successfully obtained within 90 days of employment.
• Willingness to pursue continuing job-related training and education required.

Preferred

• Bachelor's degree preferred with focus on business administration, FBCISR, AINS, CIC, management, insurance or finance or equivalent experience may be considered.
• Minimum One Year Of Experience In Insurance Processing Preferred.
• Two-years professional office experience and customer service preferred.

Note:

• Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.