FBS - Jr. Agency Contract (Contact Center)

Role Summary

FBS – Farmer Business Services is part of Farmers operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today’s competitive marketplace.

We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results.

Since we don’t have a local legal entity, we’ve partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.

Team Function

Responsible for establishing and maintaining the legal relationship with our Independent Agents. This includes multi-business support for Foremost Choice, Foremost Signature, and Bristol West. Supports the lifecycle on onboarding, offboarding, and maintenance of Independent Agents. Onboarding includes contracting new agencies, setting up multi-level hierarchies (including networks), reviewing background information on agents, validating agency, individual licenses, submitting appointments to the department of insurance, and setting up system access. Offboarding includes terminating contracts, terminating multi-level hierarchies, terminating appointments with the department of insurance, and disabling system access. Maintenance includes contract upgrades, adding or removing additional licensed or non-licensed staff, setting up or removing additional locations, adding and removing additional products, updating demographic information, license updates, and adjusting system access.

Applies problem-solving and critical thinking skills to prioritize, analyze, clarify and execute data entry and processing requests of basic to difficult complexity from internal and external customers related to agent contracts, commission schedules, licenses, appointments, product authority, system access, and terminations.

Provides excellent customer service by ensuring that their needs are met. Pulls work items from a queue and prioritizes based on established service levels.

Ensures compliance with department and company procedures, standards and applicable regulations by utilizing documented procedures.

Follow up as needed with the appropriate person(s) to gather missing information and resolve problems.

Advises customers via the appropriate media when requests have been completed.

Updates processing systems and other tools to reflect work activity and communication with customers. Supports large accounts and network requests.

This sometimes includes contacting accounts to better understand requests and conducting meetings to clarify processes or procedures or better understand pain points.

Recommends and helps implement approved system, process and other improvements to reduce waste and deliver a better customer experience.

Identifies and reports system defects. Limited support system testing for transactions of basic to difficult complexity as assigned. Limited support for handling inbound calls.

Complete requests within department service and quality standards.

Complete expected volume of requests to meet established efficiency expectations.

Requirements

• English Proficiency
• Minimum Required: Fluent

Benefits

• A competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Flexible work arrangements (remote and/or office-based).
• You will also enjoy a dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Paid Time Off.
• Training & Development opportunities in partnership with renowned companies.