Customer Service and Sales Representative (Primarily Home)

American Family Mutual Insurance Company, S.I.

Job Overview

Location

AF-MO St Joseph-Ctrl Reg Ofc

Job Type

Full-time

Full Job Description

📋 Description

• Deliver high-quality customer service to insureds, clients, advisors, partners, and agencies through phone, email, e-form, chat, and social media platforms.
• Address customer inquiries related to billing, policy coverage, and policy changes with accuracy and thoroughness.
• Take ownership of customer requests and ensure complete resolution to achieve full customer satisfaction.
• Make exception decisions independently, evaluating each situation for appropriateness to both the customer and the organization.
• Work primarily from home (80% of time, 4+ days per week) within approximately 50 miles of St. Joseph, MO.
• Attend 6 weeks of in-person training at the St. Joseph, MO office prior to beginning remote duties.
• Participate in scheduled training and development opportunities to enhance customer service skills and product knowledge.
• Apply process improvement concepts daily, identifying opportunities for operational efficiency and recommending changes.
• Support peer development by sharing knowledge, best practices, and guidance with team members.
• Maintain active Property and Casualty producer license in resident state within 30 days of hire, and in all other operating/service states within 60 days.
• Complete continuing education and meet all state and regulatory requirements to maintain active licensing status.
• Travel up to 10% as required for business needs, including potential in-person meetings or training.
• Participate in New Employee Orientation in person at Madison, WI Headquarters or another AmFam core location during the first week of employment.
• Adhere to all company policies, including signing a non-disclosure agreement for proprietary information, trade secrets, and inventions.
• Monitor and support key performance indicators to ensure alignment with service expectations and business goals.
• Demonstrate company values in all daily interactions with customers and internal partners.

🎯 Requirements

• Demonstrated experience providing customer-driven solutions, support, or service in environments such as retail, insurance, hospitality, or contact centers.
• Basic knowledge and understanding of mathematics including arithmetic, averaging, and percentages.
• Must obtain and maintain an active Property and Casualty producer license in resident state within 30 days of hire and in all other operating/service states within 60 days.
• Must successfully complete pre-licensing course for resident state if unlicensed at time of hire.
• Ability to work remotely 80% of the time from within 50 miles of St. Joseph, MO.
• Willingness to attend in-person training and orientation sessions at designated AmFam locations.

🏖️ Benefits

• Comprehensive medical, dental, and vision benefits.
• Competitive 401(k) contribution and pension plan.
• Annual incentive program.
• 23 days of paid time off accrued annually for full-time employees.
• 9 paid holidays.
• Student loan repayment program.
• Paid family leave.
• Relocation support offered for eligible candidates.

Skills & Technologies

Remote

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American Family Mutual Insurance Company, S.I.

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About American Family Mutual Insurance Company, S.I.

American Family Mutual Insurance Company, S.I. is a mutual property-casualty insurer headquartered in Madison, Wisconsin. Founded in 1927, it offers auto, home, life, farm, and commercial insurance through agents in 19 states. The company also provides investment and retirement products, serving individuals, families, and businesses with risk management and financial protection solutions.

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