Head Of Independent Agent Service

Head Of Independent Agent Service

We are Farmers! At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.

Farmers is an award winning, equal opportunity employer, committed to the strength of an inclusive workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn't just our business – it's our culture!

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

Executes on the service strategy, optimization and service execution for contact center, specifically for the IA Channel and Business Insurance operations. This includes all operating functions, utilizing available resources to maximize prompt, accurate, and dependable service to policyholders, Farmers Insurance captive agents, State Offices and other business units. Provides functional leadership, guidance, & strategic delivery for the optimization of operational excellence, underwriting fidelity, & retention. Responsible for functional results & efficiency in the IA Channel and Business Insurance within Service which includes both agent and direct channels.

Essential Job Functions

• Has oversight of the budget within service, primarily driven by expenses related to personnel, travel, real estate, IT-related and general administrative expenses.
• Influences budget decisions for enterprise initiatives.
• Recruit, hire and train staff necessary to meet business requirements.
• Achieve stated service level agreements.
• Establish proper controls to assure work processes are compliant with state laws and regulatory requirements.
• Contribute to corporate GWP and profitability goals through adherence to underwriting rules and guidelines.
• Develop future leaders for the organization.
• Establish an environment that promotes teamwork, camaraderie, an inclusive leadership culture and employee retention.
• Field liaison for agency force.
• Partners with Customer Experience teams to build and operationalize customer engagement strategy.

Additional Qualification

Role requires a thorough comprehension of insurance business and its key disciplines and processes. Must be skilled and knowledgeable in relationship management and communication with key business partners/executives.

• Insurance products including coverages, underwriting guidelines, etc.
• Modern contact center technologies and tools.
• Process optimization methodology.
• Forecasting, schedule adherence and management of other contact center operating results.
• Operational leadership and people strategy.
• Thorough understanding of employee development and performance management.
• Broad base of knowledge including Payments, Billing, Finance, Operations, Experience Design, and Customer Service.

Experience Requirements

• 8+ years in the insurance or related industry.
• 8+ years in contact center management.
• Minimum of 4 years as a Director-level leader of leaders or equivalent.
• Demonstrated experience leading contact center transformation.

Education Requirements

• Bachelor's degree.
• Insurance education such as CPCU or related courses preferred.

Physical Actions

Job is performed in-person at a Farmers office or virtually at an approved alternative work location. Job may include work performed at field locations. The physical work environment is indoors and climate-controlled with adequate lighting and ventilation. Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions. Field work performed outdoors may include exposure to weather elements. Frequently sits or stands for prolonged periods of time, up to a full shift. Occasionally moves about the workplace including navigating stairs, ramps, and level or uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and places objects or materials weighing up to 50 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Occasionally performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Possesses clear vision, with or without correction, to visually read and verify information. Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects. Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace. Jobs in this category may require regular travel between Farmers offices, alternative work locations, and/or field locations.

Benefits

• Farmers offers a competitive salary commensurate with experience, qualifications and location. Compensation range: $225,000-$250,000.
• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance
• For more information, review "What we offer" on https://www.farmers.com/careers/corporate/#offer

Job Location(s): US - AZ - Phoenix, R_US - United States, US - CA - WdlndHills-6301, US - CA - WdlndHills-6303, US - KS - Kansas City, US - MI - Grand Rapids, US - OH - Dayton

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.

Want to learn more about our culture & opportunities? Check out https://www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.

Spokane, WA only: Residents who prefer not to provide their address click here to submit your resume via email: careers@farmers.com

Nearest Major Market: Phoenix