Agent-Facing Communication and Support

FBS, part of Farmers operations, is seeking an Agent-Facing Communication and Support professional. This role provides communication and support for Business Insurance by executing standardized workflows, coordinating activities, and maintaining accurate system records.

Responsibilities:

• Communicate with agents to provide status updates, request information, and confirm next steps.
• Coordinate scheduling, appointments, and follow-up communications with agents and internal partners.
• Manage ongoing agent touchpoints to ensure progression of submissions and requests, escalating inquiries that require licensed or expert judgment.
• Conduct follow-up for missing information and documentation to complete submission packages.
• Prepare submissions and supporting materials for review.
• Execute high-volume, repeatable workflows using defined processes, scripts, and playbooks.
• Maintain accurate and complete records in CRM systems.
• Document all interactions, actions taken, and outcomes.
• Execute lead distribution and follow-up activities.
• Perform outreach activities aligned with approved campaign messaging.
• Support campaign operations, quote lab logistics, and related coordination.
• Meet established productivity, quality, and service level expectations.

Qualifications:

• Proficient in English written and verbal communication skills.
• Strong verbal communication and listening skills.
• Demonstrated written communication skills.
• Ability to simultaneously handle multiple priorities.
• Possesses strong technical aptitude and experience working with CRM systems and standardized workflow tools.
• Experience in a regulated environment.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Flexible work arrangements (remote and/or office-based).
• Dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Paid Time Off.
• Training & Development opportunities in partnership with renowned companies.