Customer Service Representative I

Min

Max

Overview

Responsibilities include answering questions for customers, agents, State Office personnel and mortgagee/lienholders.   Analyze and solve problems as they arise.  Knowledge of policy coverages for all lines of insurance.  Provide record of activity and substantiating evidence for use by Claims personnel and legal defense.

Responsibilities

Knowledge of policy coverage for all lines of insurance.

Handle a high volume of calls.

Perform research using multiple systems to answer inquiries for Customers, Agents, State Office personnel and Additional Interests.   

Research payment activity to identify misapplied payments and determine what action is needed.

Perform system maintenance on the Payables/Receivable System to correct billing accounts (un-reconcile payments and reapply payment to correct installments and handling payment adjustments).

Analyze billing accounts to determine what activity occurred to answer customer inquiries regarding their monthly account bill statements.

Responsible for explaining the billing process to customers and agency staff.

Resolve issues related to credit card processing and accept credit card payments over the phone.

Perform system maintenance using CAMS to correct payments.

Analyze policy to determine what activity has occurred and if any corrective action is needed and authorize the appropriate corrections.

Compose and create letters of explanation and/or response to incoming mail and faxes from customers and mortgage companies.

Supply claim history to customers.    

Analyze policies and explain premium differences to customers due to rate adjustments or policy changes.

Responsible for researching premium differences and explaining to Agency Staff how the Predictive Model works. 

Research and analyze policy history to provide a record of activity and copies of appropriate substantiating documents for use in legal defense or by Claims Managers.

Connects with internal and external customers to deliver exceptional customer experiences. 

Answer inquiries regarding the Web Portal including the registration process and payment processing.

Answer telephone inquiries pleasantly and efficiently providing requested information. 

Maintain proper documentation for phone calls and inquiries.

Regular, predictable attendance.

This list of essential functions is non-exhaustive and may be supplemented as necessary.

Other Responsibilities

Contact banks and additional interests to resolve payment issues and overdraft charges.

Complete special projects assigned by the department supervisor/manager.

Using CODA, research refund checks and request stop payments or replacement checks when needed.

Keep abreast of policy changes, rating procedures, workflow, functioning of automated systems, etc.

Provide agents with any information they may need on their customers.

Recognize trends or repetition of a particular complaint or problem and report the information to Compliance or Customer Service Supervisor.

Gather detailed information to identify system defects.

Resolve problems by analyzing policy information, identifying errors and take action to correct policy.

Determine and provide payment information on all lines of insurance.

     Perform NSF fee and service charge reversals when appropriate in Billing Center.

     Job Specifications

Physical demands: Sitting; Normal vision/hearing (with or without correction); Speaking.

Mental demands: Analytic reasoning; Prolonged concentration.

Environmental factors: Standard office lighting, temperature, and noise.

Equipment: Keyboard; Telephone.

Qualifications

Bachelor’s degree preferred or equivalent education and experience in Customer Service.

One years’ experience with Kentucky Farm Bureau is strongly preferred.

Good decision-making abilities.

A strong interest in detailed work.

Ability to analyze and solve problems.

Ability to assist customers quickly and efficiently.

Ability to multi-task and handle deadlines.

Strong communication and listening skills.

Must have ability to interact with people in a "patient", "friendly" and "pleasant" manner.

     Previous telephone experience preferred.