Experienced level role that serves as the first point of contact (calls, emails, chats) and resolution for service issues, requests, policies, procedures, and billing/account information. Communicates directly with agents/agent staff to provide assistance with carrier information and procedures. Prepares coverage and premium financing quotes and processes policy information.Position Compensation Range:
$25.00 - $31.88Pay Rate Type:
HourlyCompensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.
Primary Accountabilities
Serves as first point of contact (calls, emails, chats) and resolution for quoting and online binding support, market inquiries, service issues, requests, policies, procedures, and billing/account information.
Assists agents and staff with carrier information and general processes and procedures.
Prepares and releases coverage and premium financing quotes.
Processes policy information including issuance of certificates. Ensures accuracy and completeness according to carrier specifications.
Orders inspections as requested.
Escalates more complex issues to appropriate subject matter area expert.
May be asked to develop role specific standard work processes for team, mentor team members and provides project support.
May be required to complete other assignments or participate in projects based upon skills, achievements, or experience.
Specialized Knowledge & Skills Requirements
Demonstrated experience providing customer-driven solutions, support or service.
Demonstrated experience and proficiency using PC software applications (e.g. Microsoft Office, Internet Explorer, Outlook, Excel, etc.)
Solid knowledge and understanding of insurance or brokerage customer service or policy processing processes, terms and procedures.
Demonstrated experience in customer service for insurance or brokerage products.
Solid knowledge of state-specific regulations and system/procedural support for insurance or brokerage products.
Solid knowledge and application of underwriting processing, servicing or billing guidelines.
Demonstrated experience using reference materials, reading policy language, and processing rules and procedures.
Demonstrated written and verbal communication skills.
Licenses
Property and Casualty producer license for resident state required
Travel Requirements
Physical Requirements
Working Conditions
Additional Information
To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.
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 to request a reasonable accommodation.
American Family Insurance is an insurance company that offers Commercial Lines insurance products including Workers' Compensation, Commercial Auto, and General Liability coverage. The company focuses on developing and enhancing insurance products to drive profitable growth within the commercial segment while improving customer experience. They leverage advanced underwriting rules, system capabilities, automation, and predictive analytics to create competitive insurance offerings. The organization emphasizes data-driven decision making, competitive analysis, and strategic product development to strengthen their book of business.
