Agency Field Support Representative

This position serves as the primary contact for independent sales agents and field sales employees seeking transactional information related to account statements, finance plans, producer appointments and terminations, policy transfers, and licensing. Provides requested information or escalates issues to the appropriate resource for resolution. Completes a wide variety of off-phone processes using various systems.

Position Compensation Range:

$25.00 - $31.88

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
•Provides front-line support to independent sales agents and field sales employees with questions regarding account statements, finance plans, producer appointments and terminations, policy transfers, and licensing.
•Serves as a clearinghouse for inquiries and assesses the urgency of the customer's needs to provide appropriate direction or resources. Escalates issues to team members, manager, or other areas as needed.
•Communicates with agents on licensing changes and state regulatory issues.
•Ensures details of contact are appropriately documented in information management system.
•Enters information for producer lifecycle in internal systems.
•Processes transfers of policies from one agent to another as well as from one state to another. Enters in mainframe systems as well as product line systems; tracks in internal spreadsheet.
•Supports agent account statement entry and other entry related to agency field support.
•Processes department reports as assigned.

Specialized Knowledge & Skills Requirements
•Demonstrated experience providing customer-driven solutions, support or service
•Demonstrated experience in a customer service environment.
•Demonstrated experience in multitasking.
•Demonstrated experience using Microsoft Office Suite (e.g., Access, Excel, Outlook, and Word).
•Demonstrated experience working under strict deadlines.

In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to one of our office locations (within approximately 35-50 miles). On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, 
and culture events. 

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Licenses
•Not Applicable.

Travel Requirements
•Up to 10%.

Physical Requirements
•Work that primarily involves sitting/standing.

Working Conditions
•Not Applicable.

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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