Customer Service Associate-Bilingual*

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Job Summary

Responds to customer initiated telephone inquiries by answering inquiries in an inbound Call Center. Obtains initial loss information and initiates claims handling process. Advises insureds/claimants of claims process; handles minor, non-questionable liability claims; may authorize rental cars; may handle minor coverage issues and resolve minor complaints which arise during claims handling process. Maintain active adjusters license in states where required.

Essential Job Functions

Responsible for timely and accurate completion of customer inquiries. Obtains loss reports from agents, insureds, and claimants and enters into the Customer Restoration Network. Makes assignments under the direction of the Care Center management. Achieve and maintain telephone service level goals. Responds to telephone and written inquiries regarding status of claims assigned. Makes initial contact with insureds and claimants to verify claims information and advise them of the claims process. May arrange drive-in and field appointments. Handles minor, undisputed claims on instruction from supervisor. Authorizes rental cars when liability and coverage are not questioned. Within payment authority, may authorize supplements. Promote benefits of cross selling, value-added service and increased coverages. Ensure that all customer communication/contact is clearly documented. Performs other duties as assigned.

Physical Actions

Bending Pulling Sorting Carrying up to 20 lbs. Pushing Speaking (English) Climbing Reaching Standing Key entering Reading (English) Walking Kneeling Seeing Writing (English)

Physical Environment

Required job duties are normally performed in a climate-controlled office environment.

Education Requirements

High school diploma or equivalent.

Experience Requirements


Special Skill Requirement

Must be fluent in English and in the approved language(s), particularly in the areas of speaking, reading, and writing. Must successfully pass a third party testing process as determined by Farmers and meet the minimum proficiency standard for the approved language(s) based on the established testing guidelines. Communication Skills Personal Computer Literate Bondable Note: May work non-traditional schedule.

Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.

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