ADO Field Trainer/Customer Service Representative (Novi)

Farm Bureau Insurance of Michigan; Novi (MI); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Job summary

Farm Bureau Insurance of Michigan is seeking an Agency Customer Service Representative/Trainer in Novi, Michigan. The role includes providing training and support for independent contractor insurance agents and overseeing daily office operations at the Agent Development Office.

The ideal candidate will have strong customer service skills, experience in insurance processing, and proficiency with Microsoft Office applications. A full benefits package including medical, dental, vision, and 401K is offered.

Qualifications

• Associate’s degree or equivalent experience required.
• Bachelor’s degree preferred with focus on business or finance.
• Active P/C license required within 90 days of employment.

Responsibilities

• Assist customers with billing and coverage questions.
• Face-to-face interaction with various stakeholders.
• Process and verify insurance transactions.
• Take ownership of complaints and ensure resolution.

Skills

Experience with Microsoft Outlook

Experience with Word

Experience with Excel

Experience with PowerPoint

Active P/C license

Customer service experience

Education

Associate’s degree

Bachelor’s degree in business administration or equivalent

Job description

OBJECTIVE

Agency Customer Service Representative/Trainer (Novi, Michigan) Objective

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.

RESPONSIBILITIES

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.

QUALIFICATIONS

Required

• Associate’s degree required or equivalent experience may be considered.
• Bachelor’s degree preferred with focus on business administration, FBCISR, AINS, CIC, management, insurance or finance 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

• Minimum one year of experience in insurance processing preferred.
• Two-year professional office experience and customer service preferred.

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