POSITION SUMMARY:

The Call Center Representative is responsible for telephone inquiries/requests and data entry related to the calls within the assigned area.

LOCATION:

This position is based out of our beautiful West Creek Office, in Richmond, VA.

Schedule: Monday-Friday 8:30am - 5:00pm, schedule supports a 37.5 hr work week

Hybrid schedule is offered, current hybrid plan is 3 home based workdays and 2 in office workdays after a 6 month in office training period.

PRIMARY DUTIES:

• Respond with high level of customer service to telephone inquiries and requests.
• Develop an understanding of internal procedures used in connection with the issuance and maintenance of insurance policies.
• Develop an understanding of all policy billing functions.
• Make payments to policies & membership using VFB and vendor systems.
• Identify customers’ needs, clarify information, and research solutions to inquiries beyond scope of knowledge.
• Interpret and evaluate billing issues.
• Make appropriate billing changes to policies within VFB systems
• Log all incoming phone calls into Service Center database.

ADDITIONAL DUTIES:

• Communicate with others (agents, policyholders, home office employees) to secure information needed to perform duties.
• All other duties assigned by the Service Center Manager.

MINIMUM EDUCATIONAL/EXPERIENCE QUALIFICATIONS:

• High school diploma or equivalent

MINIMUM SKILL QUALIFICATIONS:

• Excellent oral and written communication skills along with active listening
• Proven math and problem-solving skills
• Previous PC experience
• Excellent data entry skills
• Excellent phone skills
• Ability to work in a team environment
• Highly service oriented
• Strong Emotional Intelligence (EQ) skills and ability to remain calm under pressure
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Proficiency working in a fast-paced environment, without sacrificing accuracy

PREFERRED QUALIFICATIONS:

• Previous insurance experience
• Previous billing experience
• Previous call center experience

At VA Farm Bureau, we provide an exceptional benefits package, including ongoing job development and support in all roles, paid training and continuing education reimbursement, medical and dental insurance available on your first day, generous employee 401K contribution, excellent Paid Time off (PTO) plan and more!

Virginia Farm Bureau Companies provide equal employment opportunity in all aspects of employment without regard to race, color, national origin, religion, gender, pregnancy, age, disability, orientation or veteran status.

VAFB supports compliance with COVID-19 protocols.