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.