Contact Center Representative

Indiana Farm Bureau Insurance; Indianapolis (IN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health, vision, dental benefits

401K and incentive program

Education reimbursement after 1 year

Job summary

Indiana Farm Bureau Insurance in Indianapolis seeks a customer service professional to handle incoming calls with clear, professional communication and deliver exceptional service via verbal and written channels.

You will document interactions, process updates to life insurance policies, manage first notice of loss, and engage in problem resolution. Training will cover products, services, and telephone etiquette to ensure a high-quality customer experience.

Qualifications

• High school diploma or GED equivalent required.
• One year of customer service, call center, or insurance experience.
• Strong verbal, written, and listening communication skills for a customer-focused environment.
• Attention to detail, initiative, and problem-solving abilities.
• Ability to communicate clearly over the phone, actively listen, accurately restate customer needs, and document customer interactions while meeting performance standards and engaging in de-escalation as needed.
• Capable of multitasking and prioritizing departmental tasks.
• Ability to maintain professional relationships with internal and external customers for a positive experience.
• Proficient in Microsoft Office and familiar with company processing systems.

Responsibilities

• Answer incoming phone calls with professional verbal communication, speaking both clearly and distinctly
• Provide exceptional customer service via verbal and written communication.
• Complete proper documentation on interactions including tasks that have been assigned to colleagues.
• Process changes and updates to existing life insurance policies.
• Receive and process first notice of loss claims and updates.
• Research, analysis, and engage in problem resolution to correct errors or discrepancies.
• Participate in training programs for current and new products and services, customer concerns, telephone etiquette, and other training as needed or required.

Skills

Verbal communication

Written communication

Listening skills

De-escalation

Multitasking

Education

High school diploma or GED

1 year customer service/insurance experience

Tools

Microsoft Office

Job description

• Answer incoming phone calls with professional verbal communication, speaking both clearly and distinctly
• Provide exceptional customer service via verbal and written communication.
• Complete proper documentation on interactions including tasks that have been assigned to colleagues.
• Process changes and updates to existing life insurance policies.
• Receive and process first notice of loss claims and updates.
• Research, analysis, and engage in problem resolution to correct errors or discrepancies.
• Participate in training programs for current and new products and services, customer concerns, telephone etiquette, and other training as needed or required.

We Are Looking For Someone Who Can

• Answer incoming phone calls with professional verbal communication, speaking both clearly and distinctly
• Provide exceptional customer service via verbal and written communication.
• Complete proper documentation on interactions including tasks that have been assigned to colleagues.
• Process changes and updates to existing life insurance policies.
• Receive and process first notice of loss claims and updates.
• Research, analysis, and engage in problem resolution to correct errors or discrepancies.
• Participate in training programs for current and new products and services, customer concerns, telephone etiquette, and other training as needed or required.

Requirements For Success

• High school diploma or GED equivalent required.
• One year of customer service, call center, or insurance experience.
• Strong verbal, written, and listening communication skills for a customer-focused environment.
• Attention to detail, initiative, and problem-solving abilities.
• Ability to communicate clearly over the phone, actively listen, accurately restate customer needs, and document customer interactions while meeting performance standards and engaging in de-escalation as needed.
• Capable of multitasking and prioritizing departmental tasks.
• Ability to maintain professional relationships with internal and external customers for a positive experience.
• Proficient in Microsoft Office and familiar with company processing systems.

We Can Offer You

• An organization that values work/life balance.
• Training and development opportunities to grow personally and professionally.
• Industry-leading benefits plan including health, vision, dental, 401K, company-wide incentive plan, and an Employee Community Volunteer Program.
• A collegial team-focused environment.
• Education reimbursement plan after one year of employment.

Please Note: If technical issues cannot be resolved over the phone, contact center representatives must come to the home office for resolution.