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Agency Service Representative

Job Details

Fully Remote
HS Diploma/GED


Midwest Family Mutual is a Property/Casualty Insurance Company looking for an experienced, customer focused individual to join our Agency Service Center team! We are committed to delivering exceptional service and value to our agency partners and their clients. Our team is dedicated to fostering a collaborative and supportive work environment where every employee can thrive and grow.


The Agency Service Representative is responsible for providing exceptional support and service to the company's agencies and their clients. This role involves handling inquiries, resolving issues, processing requests, and ensuring a high level of satisfaction and efficiency in agency operations.Qualified candidate will have a minimum of 3 years property/casualty insurance experience, with a strong emphasis in commercial lines, customer service and heavy call environment.


This is a remote (work from home) desk position and requires someone who works well independently as well as part of a remote team environment. A dedicated home office space, wired high speed internet connection is required. Midwest Family has maintained a remote work environment since 2006 with no intentions of bringing employees back into a physical office.


Work hours for this position are 10:00am – 7:00pm CT; Monday – Friday, with occasional overtime.



Key Responsibilities  include, but are not limited to, the following:

*Other functions may be assigned as business conditions warrant

  • Customer Support: 
    • Respond promptly and effectively to inquiries from agencies via phone, email, and other communication channels.
    • Provide accurate information regarding products, services, policies, and procedures.
    • Assist agencies with policy changes, billing questions, and claims processing.
  • Issue Resolution:
    • Investigate and resolve concerns and issues raised by agencies and their clients.
    • Liaise with other departments to expedite problem resolution and ensure satisfactory outcomes.
    • Document and track issues to identify recurring problems and recommend improvements.
  • Process Management:
    • Process agency requests for new business, quotes, personal lines endorsements, and payments.
    • Ensure all transactions are processed accurately and in a timely manner.
    • Maintain up-to-date knowledge of company products, services, and systems
  • Relationship Management:
    • Build and maintain strong, positive relationships with agency partners.
    • Act as a liaison between agencies and the company to facilitate smooth operations.
    • Provide training and support to agencies on company systems and processes.



  • Skills:
    • Excellent verbal and written communication skills.
    • Strong problem-solving and analytical abilities.
    • Proficiency in Microsoft Office Suite.
    • Ability to multitask, prioritize, and manage time effectively.
  • Experience:
    • Minimum of 3 years Property/Casualty Commercial Insurance experience, or related industry.
  • Personal Attributes:
    • Customer-focused with a positive and professional demeanor.
    • High level of integrity and commitment to excellence.
    • Strong attention to detail and organizational skills.
    • Ability to work independently and as part of a team.
  • Working Conditions:
    • This is a full-time, remote position that will require dependable high-speed cable/DSL Internet, a dedicated home office space.
    • Travel to the company’s main office may be required on occasion.
  • Physical Requirements:
    • Ability to sit for extended periods.
    • Ability to use a computer and telephone for extended periods.
  • Education/Training:
    • High School Diploma or General Education Degree (GED)
    • Insurance education/designations is a plus –  INS, CPCU, AU, CIC




Midwest Family Mutual offers a competitive salary along with a comprehensive benefits package that includes:

  • Medical (HDHP) Insurance
  • Health Reimbursement Account with employer contributions
  • Wellness Incentives
  • Dental Insurance
  • Vision (materials only plan)
  • Flexible Spending – Medical and Dependent Care
  • Employer paid Short Term Disability
  • Long Term Disability
  • Employer Paid Life Insurance (2x annual salary) including dependent coverage
  • Employee and Dependent Life Insurance Plan Options
  • Accident, Hospital Indemnity and Critical Illness Plan Options
  • LifeLock Identity Protection Plan Options
  • Paid Time Off
  • Paid Holidays (nine per year)
  • Paid time off for CE
  • Eight hours of paid time off per year for volunteer work
  • Employer matching for employee 501c donations (limited)


Retirement Benefits include:

401K and Roth 401K with company match

Employer Paid Defined Benefit Pension Plan