Senior Client Support Specialist

Company

Farm Family

Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages, business owner policies, commercial package, workers compensation, commercial auto and select personal auto coverage. Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S. The Farm Family entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Job Description

Business Title(s): Senior Client Support Specialist

Employment Type: Full-Time

FLSA Status: Non-Exempt

Location: In-Office - Any employee, in any Clearbrook office, can apply for this opportunity and stay in their current location.

Summary:

We are looking for a highly customer-focused Senior Client Support Specialist to join our Claims team and work in our Call Center located in Omaha, NE. The position reports to a Customer Service Director based in Springfield, MO. The Senior Client Support Specialist’s primary role will be to market our Participating Agent Program, promoting the services we offer in our Client Service Center, assisting with onboarding new agents, and conducting regular follow up calls to our Regional Field Executives, Territory Leaders, and agents. In addition, the Client Support Specialist will be customer facing, assisting our clients with inquiries, concerns and requests about products and services that are received from a number of communication channels. The majority of each workday is spent communicating on the telephone. By using active listening skills, Senior Client Support Specialist ascertain the reason the client is contacting the company and provide them with a resolution resulting in a positive client experience, while simultaneously building and maintaining relationships. Much of service conducted for clients is that which requires a Property and Casualty Producer License and extensive product/service knowledge.

This is a full‑time position scheduled for 40 hours per week. The training schedule will be Monday through Friday, 8:00 a.m. to 5:00 p.m., with a one‑hour unpaid lunch break. Following training, the regular work schedule may vary between 7:30 a.m. and 6:30 p.m., Monday through Friday, with rotating Saturday shifts between 7:00 a.m. and 7:00 p.m. A set schedule will be assigned toward the end of the training period based on business needs.

Employees in this role are required to accurately record all hours worked and submit timesheets in accordance with company policy. Overtime may be assigned as business needs dictate, and employees are expected to work overtime when required.

This is a 100% in-office position. Candidates must be able to work on-site at a designated company office during standard business hours.

Essential Responsibilities:

• •Under close supervision and guidance, works within narrowly defined limits to, provide effective customer service and serve as a strategic partner to hybrid and independent agents in order to increase our participating agent program by promoting the services offered, assisting with onboarding, and providing regular follow-ups to improve the partnership.
• •Possess a strong, in-depth working knowledge and understanding of applicable products and services (and possibly systems) as well as procedures of all servicing departments within particular business area.
• •Provide assistance regarding website/mobile app registration as needed.
• •Monitor workflow for back office items with a high level of efficiency, such as documenting files, preparing and sending letters/forms, and completing process workflows to complete client services.
• •Possess extensive knowledge of (as applicable) policy/coverage interpretation, health benefits of each policy, verification and/or explanation of benefits, claims, etc. as well as be able to thoroughly explain or relay information; stay current be able to apply state mandates and legislation requirements and how plans and requirements vary by each state.
• •Handle escalated client calls/complaints (usually from your own phone calls). Assist with lower-level employees’ escalation calls.
• •Begin to learn what management looks for, trends to detect, how to analyze data, etc., as needed.
• •Assist with training of lower-level employees, mentoring, answering questions, as needed.
• •Conduct audits of new employees during training period.
• •Assist lower-level employees with system errors; troubleshoot and/or reach resolution as needed.
• •Complete special projects as assigned by Management.
• •Manage large amount of incoming service inquiries received through a variety of communication channels. Handle or escalates client complaints, directing unresolved issues to the appropriate resource.

Qualifications / Experience Required:

• •An advanced knowledge of Service Center policies, systems, and procedures, as well as an exceptional customer service focus obtained through:
• •A high school diploma (or equivalent) and six years’ prior relevant work experience in a call center, customer service role, or similar environment; or
• •A vocational or technical education with at least four years’ of relevant work experience; or
• •A Bachelor’s degree from an accredited university and at least two years’ experience relevant work experience.
• •Property and Casualty Producer License is required in this role. If you do not possess one at the time of hire, we will pay for all related costs associated with obtaining one, as well as pay you for any time you spend obtaining one. We are unable to employ you in this role longer than 90 days after your hire date without a Property and Casualty Producer License.

• •Must have good business acumen (i.e. understand how an insurance company works and makes money, including how this role impacts both Farm Family and our customers’ ability to be profitable).
• •Highly accurate typing with speed of at least 50 wpm.
• •The ability to communicate clearly on the telephone is crucial. The ability to read, speak, and write English fluently is required. The ability to read, speak, and write Spanish fluently is not required, but is a strong plus.
• •Being extremely detail oriented.
• •Effective time management skills and ability to prioritize workload while handling multiple tasks and deadlines.
• •Ability to be a team player that communicates and collaborates with peers to achieve common goals in a team environment.
• •A strong sense of accountability and pride in completing an excellent work product.
• •A strong focus on execution in getting things done right. Proven ability to consistently produce and deliver expected results to all stakeholders by:
• •Finding a way to achieve success through adversity.
• •Being solution (not problem) focused
• •Thinking with a global mindset first.

• •Successful traits (flexibility, ability to thrive in change, being resourceful on your own) necessary to work in a fast-paced environment that is evolving constantly.
• •Demonstrates active listening and proactive communication by listening first, and then preparing carefully before engaging in conversation to communicate well thought out feedback.
• •Shows care and concern by expressing curiosity authentically, being self-aware, constantly engaging input from others, and collaborating with ease.
• •Ability to build rapport and foster collaborative, productive relationships with business partners and organizational peers with a focus on timely and meaningful exchanges of information and providing value-added solutions.
• •The courage to offer and support others to express different opinions and ideas, regardless of popularity or immediate acceptable.
• •Demonstrates inner strength. Has the courage to do the right thing and demonstrates it on a daily basis.
• •Exhibit natural and intellectual curiosity. Consistently considers all options and is not governed by conventional thinking.
• •Proficient in MS Office Suite and other business-related software.
• •Must demonstrate a relentless desire to continuall