FBS (Mexico) - Customer Care Representative

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FBS (Mexico) - Customer Care Representative

36274

We are Farmers – where ambition meets opportunity.

At Farmers, we’re not just known for unforgettable jingle – we’re a team with a passion for purpose and making a real difference in people’s lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us.

Join an award-winning, equal opportunity employer, where you’ll find more than a job – you’ll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do.

Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.

Job Summary

Assists internal and external customers with moderately complex issues related to insurance matters. Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements. Communicates with customers via multiple channels while navigating multiple systems and platforms.

Essential Job Functions

• Receives and responds to inquiries related to insurance matters.
• Interacts with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
• Evaluates and interprets policy information within prescribed authority limits.
• Accesses account information and communicates while working in multiple systems.
• Uses account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.
• Documents customer interactions and outcomes thoroughly in system.
• Escalates unresolved issues requiring advanced support for further resolution.
• Builds knowledge and acumen through self-directed learning.
• Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
• Helps maintain department knowledge resources to keep them current.
• Performs other duties as assigned.
• Actively listens to customer concerns to identify trends or patterns.
• Recognizes opportunities for process improvement and makes recommendations to leadership.
• Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.
• May work with external vendors to further address customer needs.
• Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.

#FBS

#LI-GR1

#MEX

Education Requirements

High School Diploma

Experience Requirements

• 1 year of contact center inbound experience
• Bilingual proficiency in English and Spanish required
• Availability to work 5 days a week within a 7am-9pm CT window

Preferred:

• Experience providing customer support or sales support within a high-volume, complex environment preferred
• Experience in outbound calling or lead qualification preferred – for future plan
• Experience in insurance or related field preferred

Systems: Microsoft Suite, Outlook, Salesforce
Full time at the office

• Farmers offers a competitive salary commensurate with experience, qualifications and location.
  o CA Only:
  o CO & ME:
  o HI/IL/MN/VT Only:
  o MA Only:
• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Vision
• Health Savings and Flexible Spending Accounts

Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.

Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.