FBS Call Center Representative (Pre-Sales)

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Job Summary

Pre-sales and lead qualification calls, plus inbound triage support, in a sales-oriented, metrics-driven environment. Unlicensed role; does not perform licensed insurance sales activities directly, and transfers qualified opportunities to licensed sales staff in the US. Reports to the FBS Direct Business Supervisor.

Supports Farmers' Direct Business sales pipeline by qualifying leads and triaging inbound inquiries with a consultative, sales-oriented approach. Delivers exceptional service while proactively identifying qualified opportunities within compliance and legal requirements, including telemarketing regulations. Communicates with customers and prospects via phone while navigating multiple systems and platforms (Internal Platforms).

Job Functions

Receives and places calls related to Direct Business pre-sales, lead qualification, and inbound triage.

Interacts with prospects, customers, agents, and others to qualify leads and resolve moderately complex inquiries regarding product interest and eligibility.

Evaluates and interprets lead and account information within prescribed authority limits.

Accesses account and lead information and communicates while working in multiple systems, including outbound dialer and CRM platforms.

Uses lead information, product knowledge, and knowledge of compliance or legal requirements, including TCPA, to identify and transfer qualified opportunities to licensed sales staff.

Documents customer and lead 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 product offerings, campaign guidelines, and compliance and legal requirements.

Helps maintain department knowledge resources to keep them current.

Performs other duties as assigned.

Actively listens to prospect and customer responses to identify trends or patterns and improve qualification quality.

Recognizes opportunities for process improvement and makes recommendations to leadership.

Partners with various departments including Sales, Policy Support, and Underwriting to support customer and lead inquiries.

Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.

Requirements

High School Diploma

1+ year of call center/contact center experience

Strong sales mindset

Bilingual proficiency in English and Spanish

Availability to work on site

Preferred:

Experience providing customer support or sales support within a high-volume, complex environment

Experience in outbound calling or lead qualification

Experience in insurance or related field

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonus

2. Comprehensive benefits package: Grocery vouchers, restaurant vouchers, SGMM, etc.

3. Dynamic and inclusive work culture within a globally renowned group

4. Private Health Insurance

5. Paid Time Off

6. Training & Development

Note: Benefits differ based on employee level.