Wholesale Customer & Operations Representative (Primarily Home) Full Time

Summary:

American Family Insurance, a highly rated equal opportunity employer, offers the Wholesale Customer & Operations Representative (Primarily Home) role. This position serves as the first point of contact for agents and staff, providing support for service issues, policies, and billing, while fostering a supportive environment with comprehensive benefits.

Responsibilities:

• 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.

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.
• If unlicensed, provide proof of successful completion of the AD Banker On-Line Pre-Licensing Course for employee’s resident state prior to 8:00am CT the Wednesday before start date or the offer will be rescinded.
• Proof of successful completion is: 1. A score of at least 90% on the comprehensive exam for resident states having this exam in their coursework, and/or 2. The certificate(s) of completion for resident states requiring a pre-licensing course.
• Resident state producer license property and casualty producer license for commercial lines required.
• Property and casualty producer licenses for all operating and/or service states must be obtained within 60 days of hire.
• Required to maintain current, active license(s) status by continuing education and meeting all state, operating and regulatory requirements.
• Preference will be given to candidates who have an active P&C Producer’s license.
• The work hours for this role are 8:20 am-5:00pm PST regardless of the location you are in.
• Travel Requirements: Up to 5%.
• Work that primarily involves sitting/standing.

Benefits:

• 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.