Life Insurance Servicing Representative

Farmers Insurance; United States; Hybrid; USD 60,000 - 95,000; Full time

Benefits offered by this job

401(k)

Medical

Dental

Vision

Life Insurance

Paid Time Off

Tuition Assistance

Job summary

Farmers Insurance is seeking a skilled Customer Care professional to act as a subject matter expert on highly complex insurance issues and coach team members. You will ensure operational efficacy, assist customers, and deliver exceptional service while guiding colleagues through policy provisions and compliance requirements.

Responsibilities include auditing call quality, identifying training needs, coaching teammates, and resolving escalated inquiries.

Qualifications

• High School Diploma or equivalent required. Bachelor's degree preferred.
• 3 years of experience in life insurance or related field preferred.
• Experience providing expert customer support within a high-volume, complex environment preferred.

Responsibilities

• Acts as a subject matter expert to support peer learning and growth.
• Conducts call quality and transaction audits and reports results to leadership.
• Identifies team member training needs and may coach or train less experienced team members.
• Resolves escalated issues with goal of one-contact resolution.
• Documents customer interactions and outcomes thoroughly in system.

Education

High School Diploma or equivalent

Bachelor's degree preferred

Job description

We are Farmers – where ambition meets opportunity.

At Farmers, we’re not just known for unforgettable jingle – we’re a team with a passion for purpose and making a real difference in people’s lives. We deliver peace of mind when it matters most. Our 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 our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us.

Join an award-winning, equal opportunity employer, where you’ll find more than a job – you’ll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do.

Workplace: Hybrid ( ), Remote ( )

Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.

Job Summary

Acts as subject matter expert on highly complex insurance issues, and provides coaching or guidance to team members. Ensures operational efficacy within the department. Assists internal and external customers with insurance issues that require expert support, at times without established production and quality guidelines. Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements. Makes key decisions within prescribed authority to affect customer outcomes.

Essential Job Functions

• Acts as a subject matter expert to support peer learning and growth.
• Conducts call quality and transaction audits and reports results to leadership.
• Identifies team member training needs. May coach or train less experienced team members.
• Actively listens to customer concerns to identify trends or patterns.
• Recognizes opportunities for process improvement and makes rec ommendations to leadership.
• Leads implementation of process changes to optimize department efficiency and effectiveness.
• Monitors performance metrics and prepares reports.
• Participates in department, division, and broad scope projects as assigned.
• Receives and responds to inquiries related to insurance matters requiring expert support.
• Interacts with customers, agents, and others to resolve highly complex issues regarding policy provisions and conditions.
• Evaluates and interprets policy information within p rescribed authority limits.
• Analyzes ambiguous situations to determine appropriate actions.
• Assists team members with responding to challenging service requests by answering questions and providing guidance.
• Accesses account information and communicates while working in multiple systems.
• Uses account information, expert product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.
• Makes decisions about ambiguous situations.
• Documents customer interactions and outcomes thoroughly in system.
• Resolves escalated issues with goal of one-contact resolution.
• Builds knowledge and acumen through self-directed learning.
• Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
• Develops and maintains department knowledge resources to keep them current.
• Aligns decisions and actions to department strategy.
• Performs other duties as assigned.
• May perform as a back-up Customer Care Rep to support high volume of requests.
• May serve as back-up Supervisor. Adheres to assigned, tightly regulated but variable schedule and follows procedures for requesting time off.

Education Requirements

• High School Diploma or equivalent required. Bachelors degree preferred.
• Other: Personal Lines or Property and Casualty license may be required for this role. If required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

Experience Requirements

• 3 years of experience in life insurance or related field preferred.
• Experience providing expert customer support within a high-volume, complex environment preferred.

Benefits

• Farmers offers a competitive salary commensurate with experience, qualifications and location.
• CA Only: $27.73 - $47.07
• CO & ME: $26.00 - $40.67
• HI/IL/MN/VT Only: $26.00 - $43.58
• MA Only: $26.00 - $43.58
• o MD & VA: $26.00 - $43.58
• DC/NJ/NY/OH Only: $26.00 - $47.07
• Albany County, NY/Cleveland, OH: $27.73 - $40.67
• WA Only: $26.00 - $49.52
• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance
• For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer

Job Location(s): R_US - United States

Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.