At CONNECT, powered by American Family Insurance, we believe people are an organization's most valuable asset, and their ideas and experiences matter. From our CEO to our workforce, we're committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers' dreams in ways never imagined.

Compensation may vary based on the job level and your geographic work location.

Compensation Minimum:$16.97

Compensation Maximum:$25.38

Summary:

Serve as a first point of contact for advisors, clients, and relationship partners for routine service issues, requests, policies, procedures, and account information. Communicate directly with clients and advisors to research questions, open issue resolution cases, and resolve minor problems over the phone or notify appropriate service partners. Respond to basic inquiries with prompt, accurate solutions to transaction/service requests in a fast-paced, customer-focused, team environment.

Starting Pay: $23.00/hour + premium pay for working evening hours

Start Date: April 10, 2023

Training Hours: Monday - Friday 10:30am - 7:00pm central time

**Training is the first 6 weeks of employment

Upon completion of training, you would transition to your permanent work schedule which will be 11:30 – 8pm local time, which would include working 9-Hour Mondays and every third Saturday. You would be provided a 7-Hour short day during the week and a “comp” day off during the week you are scheduled to work on Saturdays.

Preferred locations for this role include:

Madison, WI; Chicago, IL; Boston, MA Minneapolis, MN; Denver, CO; Phoenix, AZ; Nashville, TN; Atlanta, GA; Seattle, WA; Las Vegas, NV; St. Joseph, MO; Kansas City, MO; St. Louis, MO; Green Bay, WI; Milwaukee, WI; Akron, OH; Keene, NH; Jacksonville, FL

• Other locations may be considered

Primary Accountabilities

• Serves as a first customer point of contact regarding routine service issues, assist in troubleshooting issues, and enter service requests into appropriate systems for resolution by appropriate service partners. Ensure that all pertinent information is gathered and accurately entered to ensure prompt resolution. Receive guidance from coaches on a frequent basis to process requests.
• Develop an understanding of systems and procedures to educate clients and advisors on newly-enacted services, as they arise, to facilitate efficient self-service. Serve as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers. Refer more complex issues to appropriate service partners.
• Respond directly to information requests initiated by customers utilizing a variety of systems. Provide information to clients, advisors, or other relationship partners, and work with appropriate internal partners to resolve any outstanding question(s). Process routine service transactions, or resolve account service casework, which have been initiated by web-based or paper forms utilizing computer applications in a timely manner in order to meet or exceed service goals.
• Interact directly with customers, predominately via a high-volume, in-bound or out-bound phone queue, to provide accurate and immediate solutions to routine transaction and service requests. Utilize appropriate internal computer applications and enter all information in the appropriate system for tracking and archival purposes.

Specialized Knowledge & Skills Requirements

• Excellent customer service skills.
• Ability to explain policies or concepts in a straightforward, easy-to-understand manner.
• Strong written and verbal communication skills.
• Demonstrated ability managing multiple priorities in a fast-paced environment.
• Demonstrated skill troubleshooting and identifying and resolving root cause issues.

Additional Job Information:

When you work at Connect, powered by American Family Insurance you can expect 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, and a paid-time off program. 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 Enterprise benefits.

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