Kentucky Farm Bureau Mutual Ins Co

Customer Service Representative

Job Locations US-KY-Louisville
Posted Date 3 weeks ago(11/3/2020 12:00 AM)
Job ID
# of Openings


Responsibilities include answering questions for customers, agents, State Office personnel and mortgagee/lienholders.  Analyze and solve problems as they arise.  Knowledge of policy coverage for all lines of insurance.  Provide record of activity and substantiating evidence for use by Claims personnel and legal defense. 



Essential Functions:

Knowledge of policy coverage for all lines of insurance.
Handle a high volume of calls.
Perform research using multiple systems to answer inquiries for Customers, Agents, State Office personnel and Additional Interests.
Perform system maintenance on the Payables/Receivable System to correct billing accounts.
Responsible for explaining the billing process to customers and agency staff.
Resolve issues related to credit card processing and accept credit card payments over the phone.
Perform system maintenance using CAMS to correct payments.
Analyze policy to determine what activity has occurred and if any corrective action is needed authorize the appropriate corrections.
Compose and create letters of explanation and/or response to incoming mail from customers and mortgage companies.
Research and analyze policy history to provide a record of activity and copies of appropriate substantiating documents for use in legal defense or by Claims Managers.
Answer telephone inquiries pleasantly and efficiently providing requested information.
Maintain proper documentation for phone calls and inquiries.
Regular, predictable attendance as employee has to physically be in the office.
Analyze policies and explain premium differences to customers due to rate adjustments.

This list of essential functions is non-exhaustive and may be supplemented as necessary.


Other Responsibilities:

Contact banks and additional interests to resolve payments issues and overdraft charges.

Research misapplied payments and determine what action is needed.

Complete special projects assigned by department manager.

Keep abreast of policy changes, rating procedures, workflow, functioning of automated systems, etc.

Provide agents with any information they may need on their customers.

Recognize trends or repetition of a particular complaint or problem in order to advise.

Gather detailed information to identify system defects.

Resolve problems by analyzing policy information, identifying errors and take action to correct policy.

Determine and provide payment information on all lines of insurance.


Job Specifications:

Physical demands: Sitting; Normal vision/hearing (with or without correction); Speaking.

Mental demands: Analytic reasoning; Prolonged concentration.

Environmental factors: Standard office lighting, temperature, and noise.

Equipment: Keyboard; Telephone.


Bachelor’s degree preferred or equivalent education and experience in Customer Service.

One years’ experience with Kentucky Farm Bureau is strongly preferred.

Good decision making abilities.

A strong interest in detailed work.

Ability to analyze and solve problems.

Ability to assist customers quickly and efficiently.

Ability to multi-task and handle deadlines.

Strong communication and listening skills.

Must have ability to interact with people in a "patient", "friendly" and "pleasant" manner.

Previous telephone experience preferred. 


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