The primary focus of this job will be to support Avizion Insurance Solutions, LLC, (AIS) operations in providing excellent service to insureds, and to the Agency Force of partner Farm Bureau companies who contract with AIS. Customer Service will be provided in situations where our partner Farm Bureau’s members need assistance with products offered by AIS.  This position will also answer insured payment questions and help with the backend processing of endorsements and cancellations, system testing, and mail.

Answers incoming customer calls inquiring about payments, system access or general process items.

Handle a high volume of calls and emails, utilizing research and problem-solving skills when necessary.

Provide assistance to agents and CSRs with partner Farm Bureaus.

Process agent changes in the system (onboard, terminations, office movements) and book of business transfers.

Process endorsement requests, payments, cancellation requests, policy invoicing, and other back-end policy maintenance requests.

Assist with system testing.

Assist in the training and support of agents in submitting applications and requests involving policy or payment issues.

Process endorsement requests, payments, cancellation requests, policy invoicing, and other back-end policy maintenance requests.

Assist with system testing.

Acquire a working knowledge of the features and benefits of AIS markets, products, and coverages.

Follow established workflow and documentation guidelines within the system. Data entry and data verification required.

Adhere to customer service goals and processing goals.

Identify and advise AIS management of potential issues and challenges associated with individual agents, agency offices, and partner companies.

Regular, predictable attendance.

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

Other Responsibilities

Participate as an AIS representative or team member on corporate projects as needed.

Attend conferences, training classes, events, and meetings, as required or requested by management, demonstrating a high level of professionalism.  Develop and maintain industry connections through participation in conferences, training, meetings, and associations.

Recognize trends or repetition of a particular complaint or problem and report the information to AIS Management.

Complete system testing one Saturday a month, as needed.

Consistently demonstrate a high level of professionalism through honesty and integrity, competency, reliability, demeanor, specialized knowledge, organizational skills, accountability, and self-regulation.

Act as a professional representative of AIS and Kentucky Farm Bureau Mutual Insurance Company by exhibiting our Guiding Principles.

Ability to accept and apply constructive feedback and coaching on job performance, including the development of both soft and hard skills.

Perform a wide range of duties, while being expected to work in a team environment as well as independently with supervision.

This position will be subject to critical deadlines and must be able to organize, prioritize, and work accurately and quickly under pressure. Must be team oriented, work with a spirit of cooperation, and have a goal oriented / achievement service-oriented mindset. Should strive to make contact with the Agency Force and other internal and external customers a rewarding experience for the customers.

Job Specifications

Physical demands: Normal vision/hearing (with or without correction); Speaking; Occasional overnight travel may be required both in and out of the state of Kentucky.

Mental demands: Analytical reasoning; Prolonged concentration; Must be able to handle high volume; Ability to work with fluctuating demands on time, attention, and priorities.

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

Equipment: Telephone; Keyboard; Calculator; Copier; Scanner; Personal Computer.

Bachelor’s degree preferred, or a combination of formal education, training, and experience to acquire knowledge and skills generally equivalent to those possessed by a college graduate preferred.

Two years’ experience with insurance or experience in the independent or captive agency system preferred.

Working knowledge of Microsoft Office Word, Excel, and PowerPoint preferred.

Must be able to analyze and interpret procedures, regulations, instructions, manuals, and other documents as required.

Proficiency at data entry required.