Farmers Insurance · 20 hours ago
Customer Retention Specialist
Kansas City, KS
Full-time
Hybrid
Entry, Mid Level
$27.73/hr - $47.07/hr
2+ years expFarmers Insurance Group is dedicated to providing peace of mind to customers through comprehensive protection and advice. The Customer Retention Specialist is responsible for engaging with customers, communicating policy benefits, and assisting them in making informed coverage decisions while ensuring exceptional service and support.
Auto InsuranceFinancial ServicesInsuranceLife Insurance
Responsibilities
Responsible for engaging with external customers to effectively communicate Farmers value proposition, focusing on the policy benefits and conducting thorough policy reviews
Assists customers in making informed decisions regarding appropriate coverage options and deductibles for their asset protection needs
Dedicated to delivering an exceptional service, ensuring all customer complex inquiries and policy requirements are met
Communicates with customers through various channels while adeptly navigating multiple brand systems and platforms to provide comprehensive and complex support
Provides both service and sales support
Provides peer support through on-the-job training and knowledge sharing
Explains renewal and other premium changes, educates on policy benefits, and conducts a full policy review
Receives and responds to inquiries related to insurance matters that require expert support
Interacts with customers, agents, and others to resolve complex issues regarding policy provisions and conditions
Explains premium changes. Quotes, sells, and generates premium
Analyze, clarify and resolve complex policy and account related questions from external customers
Accesses account information and communicates while working in multiple systems across all brands
Uses account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations
Makes decisions about ambiguous situations
Documents customer interactions and outcomes thoroughly in system, including notation and applicable data tracking
Resolves issues requiring expert support
Actively listens to customer concerns to identify trends or patterns
Recognizes opportunities for innovation and process improvement and makes recommendations to leadership
Advocates on behalf of the customer
Devises customer-centric solutions for complex insurance issues
Leads implementation of process changes
Monitors performance metrics and prepares reports
Builds and shares knowledge and acumen through self-directed learning
Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements
Continues to build personal skill set by participating in in-house or outside insurance or industry related courses or seminars as deemed necessary to expand product and system knowledge
Stays current with relevant product(s), which includes all specialty lines
Champions change initiatives and fosters acceptance and support for these changes within the team
Qualification
Required
High School Diploma or equivalent required
Property and Casualty license required. Candidates must currently hold a Property & Casualty license or be willing to obtain one. Farmers will provide support and resources to help qualified candidates earn their license
Ability to be appointed to sell insurance in all states required
2 years of experience in insurance or related field required
Demonstrated customer service skills
Strong verbal communication and listening skills
Advanced product and policy processing system acumen across brands including Farmers, Bristol West, FWS, and Specialty required
Demonstrated written communication skills
Demonstrated analytical skills
Demonstrated problem solving skills
Demonstrates excellent judgment and decision making skills
Effective conflict management skills
Able to apply strong de-escalation techniques to tense interpersonal interactions
Performs work independently with minimal supervision
Possesses strong technical aptitude
Advanced computer skills with ability to navigate multiple systems simultaneously
Preferred
Experience providing advanced customer support within a high-volume, complex environment
Benefits
Medical
Dental
Vision
Health Savings and Flexible Spending Accounts
Life Insurance
Paid Time Off
Company
Farmers Insurance
The companies comprising the Farmers Insurance Group of Companies® currently make up one of the country's largest insurers of vehicles, homes and small businesses, and provide a wide range of other specialty insurance and financial services products.
10001+ employees
H1B Sponsorship
Farmers Insurance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (105)
2024 (76)
2023 (86)
2022 (129)
2021 (106)
2020 (90)
Funding
Current Stage
Late StageLeadership Team
Jose Tamayo
Agency Owner
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