Associate Telephone Representative

Job ID: 2020-3096
# of Openings: 1
Location: Lansing, MI
Category: Customer Service/Support
Company Name: Farm Bureau Mutual Insurance Company of Michigan
Status: Regular Full-Time
Work Hours: Monday-Friday, 8:00 a.m.-4:30 p.m.
Salary Minimum: USD $34,601.00/Yr.


To be an effective team member of the Property/Casualty (P/C) Customer Service Department. To provide excellent customer service in a prompt and professional manner. To provide operator service during normal business hours by answering and transferring all incoming calls for the Farm Bureau Center in a quick and courteous manner. To process billing transactional changes, including but not limited to address changes, payment plan changes, suspense credit endorsements, suspense cancel other than nonpayment report and handle the invoice error stack. To preserve the Customer Service relationship, gather information and improve the process from wherever the problem originated.


Answer 150 to 200 telephone inquiries and process transactions on all P/C products from agents, insureds, and lienholders effectively and efficiently. Take ownership of complaints and inquiries and proactively follow through to resolution.

Represent the company professionally in both knowledge and conduct. Maintain knowledge of both billing and products to process information, including changes, answering questions and resolving problems. Ensure the information regarding customer requests and complaints is provided accurately and efficiently. Provide answers or solutions in a clear and concise manner. Make reasoned decisions quickly and appropriately.

Answer calls as well as prioritize and process daily billing reports accurately and within service standards.


Required: High school diploma or equivalent required. Experienced computer usage and proven skills in Microsoft Office Professional Suite required. Experience or training in telephone and written communications required. Experience in customer service activities required. Keyboarding skills with accuracy required. Willingness to pursue continuing job related training and education required. Designations in AINS, API and/or AU preferred, or actively being pursued required.

Preferred: Associate's degree preferred with focus on business administration, management insurance or finance. Minimum six months' experience in insurance processing preferred. Six months professional office experience preferred. Six months call center experience preferred. Certification in AICPCU programs preferred.

Note: This is a Work from Personal Residence position.



Salary Range
$36,000.00 - 52,000.00
per Year
Salary range estimated by
Lansing, MI 48909, US