Agency Field Support Representative at American… · WI Madison

Summary: American Family Insurance is seeking an Agency Field Support Representative to serve as the primary contact for independent sales agents and field sales employees. This role involves providing transactional information related to account statements, finance plans, and licensing, as well as escalating issues as necessary. Responsibilities: - Provides front-line support to independent sales agents and field sales employees with questions regarding account statements, finance plans, producer appointments and terminations, policy transfers, and licensing - Serves as a clearinghouse for inquiries and assesses the urgency of the customer's needs to provide appropriate direction or resources. Escalates issues to team members, manager, or other areas as needed - Communicates with agents on licensing changes and state regulatory issues - Ensures details of contact are appropriately documented in information management system - Enters information for producer lifecycle in internal systems - Processes transfers of policies from one agent to another as well as from one state to another. Enters in mainframe systems as well as product line systems; tracks in internal spreadsheet - Supports agent account statement entry and other entry related to agency field support - Processes department reports as assigned Required Qualifications: - Demonstrated experience providing customer-driven solutions, support or service - Demonstrated experience in a customer service environment - Demonstrated experience in multitasking - Demonstrated experience using Microsoft Office Suite (e.g., Access, Excel, Outlook, and Word) - Demonstrated experience working under strict deadlines Required Skills: Microsoft Access, Microsoft Excel, Microsoft Outlook, Microsoft Word Benefits: Comprehensive medical, dental, vision and wellbeing benefits, Competitive 401(k) contribution, Pension plan, Annual incentive, 9 paid holidays, Paid time off program (23 days accrued annually for full-time employees), Student loan repayment program, Paid-family leave