Life Insurance Customer Representative Role (Primarily Home)

This is a role where you will be on the phones primary supporting our customers and agents regarding life policies. Once the policy issued you will provide assistance with policy changes, billing, and other service to support the policy. You will continue to develop product knowledge and customer service skills to interact with policyholders and/or agents. May specialize in one or more products in one or more lines.

This is an hourly position. The working hours for this role are Monday–Friday, on a rotating schedule between 7:00 a.m. and 7:00 p.m. Central Time.

You are required to take and pass a typing test with a passing score of 35WPM or higher.

In this primarily home-based role, you will be working from home, you must be located proximate (within 30-50miles) to one of our office locations: Madison, WI 53783; Boston, MA 02110; Denver, CO 80112; Hopkins, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034

If you're located near our Madison, WI office you will be required to come into the office 1 day a month.

On occasion, you may be asked to travel (up to 3 times a year) to an office location for in person engagement activities such as team meetings, trainings, and culture events.

Internal candidates are encouraged to apply and should review the internal mobility guidelines in the hybrid policy reference guide for more information on potential relocation.

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Position Compensation Range:

$25.00 - $34.32

Pay Rate Type:

Hourly

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• This is a call center operations role. You will be on the phone talking calls on average between 50-60 calls a day and can change when call demand exceeds forecast.

• Provides customer policy activities for new business, renewal policies, billing and policy changes for insurance or brokerage products.

• Researches complex inquiries from customers or agents.

• Mentors others and resolves complex issues.

• Assists with special projects, system testing, and on-the-job training as needed.

Specialized Knowledge & Skills Requirements
•Demonstrated experience providing customer-driven solutions, support, or service.
•Solid knowledge of state-specific regulations and system/procedural support for insurance or brokerage products.
•Solid knowledge and application of underwriting, servicing or billing guidelines.
•Demonstrated experience using reference materials, reading policy language, and processing rules and procedures.
•Demonstrated written and verbal communication skills.

Preferred candidates are those with day-to-day work experience directly interacting with customers, along with strong technology skills and organizational skills. Insurance experience is a plus but not required.

Travel Requirements
•Up to 10%.

Physical Requirements
•Work that primarily involves sitting/standing.
 

Additional Information

• Offer to selected candidate will be made contingent on the results of applicable background checks

• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions

• Sponsorship will not be considered for this position unless specified in the posting

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.

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