Wholesale Customer & Operations Representative Licensed

Position Compensation Range: $23.00 - $30.76

Experienced level role that serves as the first point of contact (calls, emails, chats) and resolution for service issues, requests, policies, procedures, and billing/account information. Communicates directly with agents/agent staff to provide assistance with carrier information and procedures. Prepares coverage and premium financing quotes and processes policy information.

In this flex office/home role, you will be expected to work a minimum of 10 days per month from the office. Candidates should reside within approximately 35-50 miles of one of the following office locations: Madison, WI 53783; Boston, MA 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034; Nashville, TN 37214

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

Position Compensation Range:

Pay Rate Type:

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Serves as first point of contact (calls, emails, chats) and resolution for quoting and online binding support, market inquiries, service issues, requests, policies, procedures, and billing/account information.

• Assists agents and staff with carrier information and general processes and procedures.

• Prepares and releases coverage and premium financing quotes.

• Processes policy information including issuance of certificates. Ensures accuracy and completeness according to carrier specifications.

• Orders inspections as requested.

• Escalates more complex issues to appropriate subject matter area expert.

• May be asked to develop role specific standard work processes for team, mentor team members and provides project support.

• May be required to complete other assignments or participate in projects based upon skills, achievements, or experience. 

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.

• Demonstrated experience and proficiency using PC software applications (e.g. Microsoft Office, Internet Explorer, Outlook, Excel, etc.)

• Solid knowledge and understanding of insurance or brokerage customer service or policy processing processes, terms and procedures.

• Demonstrated experience in customer service for insurance or brokerage products.

• Solid knowledge of state-specific regulations and system/procedural support for insurance or brokerage products.

• Solid knowledge and application of underwriting processing, servicing or billing guidelines.

• Demonstrated experience using reference materials, reading policy language, and processing rules and procedures.

• Demonstrated written and verbal communication skills.

• If unlicensed, provide proof of successful completion of the AD Banker On-Line Pre-Licensing Course for employee’s resident state prior to 8:00am CT the Wednesday before start date or the offer will be rescinded. Proof of successful completion is: 1. A score of at least 90% on the comprehensive exam for resident states having this exam in their coursework, and/or 2. The certificate(s) of completion for resident states requiring a pre-licensing course.

Licenses

• Resident state licensing exam(s) for property and casualty producer licenses within 30 days of hire.

• Property and casualty producer licenses for all operating and/or service states must be obtained within 60 days of hire.

• Required to maintain current, active license(s) status by continuing education and meeting all state, operating and regulatory requirements. 

#LI-Hybrid

Travel Requirements

• Up to 5%.

Physical Requirements

• Work that primarily involves sitting/standing.

Working Conditions

• Not applicable.

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.