Farm Bureau Mutual Insurance Co. of Idaho

Customer Experience Specialist

POSITION SUMMARY
The Customer Experience Specialist at Idaho Farm Bureau fulfills an important role in supporting the delivery of exceptional customer experiences to our insureds by working closely with our field agents and their staff along with the departments at the corporate office. Our Customer Experience Specialists provide system and processes training and support to the agencies within their district; ensure representation of the Farm Bureau brand; assist the Customer Experience Department with projects to capture the voice of the customer and identify opportunities for enhancing the customers’ experiences; and create manuals and on-line training manuals. This position has a base location in one our field offices, and regional travel within the assigned district occurs each week.

ESSENTIAL FUNCTIONS

• Answer incoming calls from insured customers and agent customers related to policy, system, claims, and billing questions.
• Facilitate training via webinar/remote tools to ensure agency office staff is effectively trained in systems and procedures to provide exceptional customer service.
• Coordinate and deliver in-person training and mentorship.
• Provide business processing assistance as needed.
• Be a brand ambassador, ensuring that agency staff are representing Farm Bureau brand by consistently meeting Farm Bureau Customer Experience standards.
• Serve as a field extension of the Customer Experience team to assist with ad hoc projects and support department initiatives.
• Supervision of CSR’s within the district and assigned offices.
• May occasionally assist the District Manager with special events, reports, and other administrative assistance.
• 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.
• Communication - Ability to communicate effectively with others using the spoken word and also writing in a clear and concise manner.
• Customer Oriented – Ability to take care of the customers’ needs while following company procedures.
• 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.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
• 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)
Experience: Expertise with customer experience, Farm Bureau insurance service products and policy administration systems. Experience in BillingCenter, PolicyCenter and ClaimCenter preferred.
Computer Skills: Proficient in Microsoft Office Suite.

Job Type: Full-time

Pay: From $35,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Profit sharing
• Tuition reimbursement
• Vision insurance
• Work from home

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: One location

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