FBS (Mexico ) - Customer Experience Representative

Farmers Group Inc.; Delaware; On-site; USD 9,700 - 13,000; Full time

Benefits offered by this job

Ongoing training and development

Job summary

Farmers Insurance is seeking a Customer Experience Representative to join our on-site team in Mexico City (Polanco). You will handle customer inquiries about insurance policies, resolve issues with empathy, and explain policy details while documenting interactions and collaborating with multiple teams.

A strong focus on compliance and continuous improvement is essential. Ideal candidates have at least 1 year in customer service, call center experience, and are available to work on-site.

Qualifications

• 1+ year of customer service experience.
• Call center experience preferred.
• On-site in Mexico City (Polanco) required.

Responsibilities

• Handle customer inquiries about insurance policies and coverage.
• Resolve moderately complex issues with empathy and professionalism.
• Explain policy details and make decisions within defined guidelines.
• Document interactions and escalate unresolved cases when needed.
• Collaborate with Claims, Underwriting, and Policy Support teams.
• Identify trends and suggest process improvements.
• Stay up to date on compliance, legal requirements, and product updates.

Skills

Customer service

Call center

Empathy

Education

High School Diploma

Job description

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FBS (Mexico ) - Customer Experience Representative

36476

Farmers– where ambition meets opportunity.

Farmers is known for more than its unforgettable jingle – it’s a team with a passion for purpose and making a real difference in people’s lives. Farmers employees deliver peace of mind when it matters most. The organization’s results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on the team. Farmers employees tackle challenges head‑on, learn from every experience and measure their impact on the customers who trust them.

Join usand help power the success of Farmers. As a team member, you’ll collaborate with Farmers’ award‑winning workforce, benefit from a culture of innovation and support and contribute to their mission of delivering protection and peace of mind to millions of U.S. customers.

Location: On Site in Mexico City (Polanco)

Schedule:Must be available to work a flexible schedule, including weekends. This is a 5-day workweek with 2 days off, with shifts scheduled within business operating hours.

Job Summary

We are seeking customer-focused professionals who are passionate about helping others, solving problems, and creating positive experiences in every interaction. If you thrive in a fast-paced environment and enjoy making a meaningful impact on customers’ lives, we'd love to hear from you.

Essential Job Functions

• Handle customer inquiries about insurance policies and coverage.
• Resolve moderately complex issues with empathy and professionalism.
• Explain policy details and make decisions within defined guidelines.
• Document interactions and escalated unresolved cases when needed.
• Collaborate closely with Claims, Underwriting, and Policy Support teams.
• Identify trends and suggest process improvements.
• Stay up to date on compliance, legal requirements, and product updates.

Education Requirements

High School Diploma or equivalent required

Experience Requirements

• At least 1 year of experience in customer service
• Call Center / Contact Center experience
• Availability to work on‑site in Mexico City (Polanco)

It is a plus:

• Experience in insurance or a related field

Benefits

This position offers a competitive compensation and benefits package designed to support your wellbeing, growth, and work–life balance. While specific benefits may vary by country and employee level, offerings generally include competitive salary opportunities, performance-based bonuses, comprehensive benefits, and ongoing training and development resources.

Important Hiring Conditions and Disclosures

By applying for this position, candidates acknowledge and agree that:

Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.

About Farmers Insurance

“Farmers Insurance®” and “Farmers®” are tradenames for a group of insurers providing insurance for automobiles, homes and small businesses and a wide range of other insurance and financial services products. Farmers Insurance Exchange, the largest of the three primary insurers that make up Farmers Insurance, is recognized as one of the largest U.S. companies on the 2025 Fortune 500 list. For more information about Farmers Insurance, visit Farmers.com.