Customer Experience Associate
Position Summary
Provide a positive customer experience to insureds and agencies via phone, email or other forms of communication regarding policies, systems navigation, and processes. Receive and process insurance premium payments and other production tasks.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
- Provide timely customer service with incoming calls and emails by answering questions, taking payments, providing information, and offering solutions as appropriate.
- Assist agency staff with navigation and understanding of company systems and processes.
- Clearly explain billings to customers and balance accounts as necessary.
- Provide detailed breakdown of policies charges to internal and external customers as needed.
- Identify and report any customer pain points to the Customer Experience Supervisor.
- Process and post payments from lienholders and insureds with accuracy.
- Balance daily cash sheets across various departments.
- Reinstate or rewrite policies as needed based on payments.
- Process collections with our 3rd party processing company.
- Review and mail outgoing paperwork.
- Update or add new lienholders to the system and/or policy.
- Report system issues to production support and supervisor.
- Maintain accurate EFT information and drafting requests on policies.
- Research returned mail addresses including insured and lienholder documents.
- Test updates or new functionality to be released into the system.
- Report system issues to production support and supervisor.
- Assist with processing production tasks including routine policy updates.
- Miscellaneous tasks as directed.
POSITION QUALIFICATIONS
Competency Statement(s)
- Accountability – Ability to accept responsibility and account for his/her actions.
- Accuracy – Ability to perform work accurately and thoroughly.
- Analytical Skills – Ability to use thinking and reasoning to solve a problem.
- Communication – Ability to communicate effectively with others using the spoken word and also writing in a clear and concise manner.
- Detail Oriented – Ability to pay attention to the minute details of a project or task.
- Ethical – Ability to demonstrate conduct conforming to a set of values and accepted standards.
- Honesty / Integrity – Ability to be truthful and be seen as credible in the workplace.
- Organized – Possessing the trait of being organized or following a systematic method of performing a task.
- Responsible – Ability to be held accountable or answerable for one’s conduct.
- Professionalism – Avoid business or personal activities that present a conflict of interest. Display conduct favorable to oneself, the department, and the company.
SKILLS & ABILITIES
Education: High School Graduate or General Education Degree (GED). Some College: Preferred
Computer Skills: Proficient in Microsoft Office Suite and web-based programs.
Experience: Insurance or Accounting experience preferred. Keyboarding, and phone skills preferred.
Other Requirements: 10 Key adding machines by touch.
| Department | Customer Experience |
| Status | Full Time |
| Location | Pocatello, ID |
| Company | Farm Bureau Insurance Company of Idaho |
| Rate of Pay | We offer competitive pay and an excellent benefits package. |
| Closing Date | — |
| Positions Available | 1 |
