“Virtually” the Best Team in the Industry

Agency Service Representative

Midwest Family Mutual is a Property/Casualty Insurance Company looking for an experienced, customer focused individual to join our Agency Service Center team! We are committed to delivering exceptional service and value to our agency partners and their clients. Our team is dedicated to fostering a collaborative and supportive work environment where every employee can thrive and grow.

The Agency Service Representative is responsible for providing exceptional support and service to the company's agencies and their clients. This role involves handling inquiries, resolving issues, processing requests, and ensuring a high level of satisfaction and efficiency in agency operations.Qualified candidate will have a minimum of 3 years property/casualty insurance experience, with a strong emphasis in commercial lines, customer service and heavy call environment.

This is a remote (work from home) desk position and requires someone who works well independently as well as part of a remote team environment. A dedicated home office space, wired high speed internet connection is required. Midwest Family has maintained a remote work environment since 2006 with no intentions of bringing employees back into a physical office.

Work hours for this position are 10:00am – 7:00pm CT; Monday – Friday, with occasional overtime.

 

Key Responsibilities  include, but are not limited to, the following:

*Other functions may be assigned as business conditions warrant

• Customer Support:
  • Respond promptly and effectively to inquiries from agencies via phone, email, and other communication channels.
  • Provide accurate information regarding products, services, policies, and procedures.
  • Assist agencies with policy changes, billing questions, and claims processing.
• Issue Resolution:
  • Investigate and resolve concerns and issues raised by agencies and their clients.
  • Liaise with other departments to expedite problem resolution and ensure satisfactory outcomes.
  • Document and track issues to identify recurring problems and recommend improvements.
• Process Management:
  • Process agency requests for new business, quotes, personal lines endorsements, and payments.
  • Ensure all transactions are processed accurately and in a timely manner.
  • Maintain up-to-date knowledge of company products, services, and systems.

• Relationship Management:
  • Build and maintain strong, positive relationships with agency partners.
  • Act as a liaison between agencies and the company to facilitate smooth operations.
  • Provide training and support to agencies on company systems and processes.

 

Qualifications/Skills:

• Skills:
  • Excellent verbal and written communication skills.
  • Strong problem-solving and analytical abilities.
  • Proficiency in Microsoft Office Suite.
  • Ability to multitask, prioritize, and manage time effectively.
• Experience:
  • Minimum of 3 years Property/Casualty Commercial Insurance experience. r related industry.
• Personal Attributes:
  • Customer-focused with a positive and professional demeanor.
  • High level of integrity and commitment to excellence.
  • Strong attention to detail and organizational skills.
  • Ability to work independently and as part of a team.
• Working Conditions:
  • This is a full-time, remote position that will require dependable high-speed cable/DSL Internet, a dedicated home office space.
  • Travel to the company’s main office may be required on occasion.
• Physical Requirements:
  • Ability to sit for extended periods.
  • Ability to use a computer and telephone for extended periods.
• Education/Training:
  • High School Diploma or General Education Degree (GED)
  • Insurance education/designations is a plus – INS, CPCU, AU, CIC

 

Multi-Line Field Adjuster – Greater Twin Cities Metro

Midwest Family Mutual Insurance Company is seeking an experienced Field Claims Adjuster. Applicants should have 5 or more years of experience handling Property and Casualty claims in the field.  The position requires extended periods of driving and requires the physical ability to climb ladders, walk roofs, and perform other functions in the field. The territory is the Greater Minneapolis - St. Paul Metropolitan area.

The field adjuster’s role in the claim is to inspect, investigate, and prepare estimates for covered damage.   Tasks include driving, taking recorded statements, photographing damaged property, preparing diagrams and estimates, identifying and recommending appropriate reserves, negotiating with contractors and body shops to reach agreed price for covered repairs, and completing detailed and well-written reports.  The adjuster will also complete underwriting inspections in the field on new business and renewals. The field adjuster must be an effective communicator and is expected to provide superior customer service in interactions with policyholders and other parties involved in the claim handling process.

Job Duties

• Effectively manage and coordinate multiple party involvement to ensure smooth claim process.
• Investigate claims, including taking recorded statements, photographing and measuring damage, and writing estimates.
• Negotiate prompt and fair claim settlements.
• Utilize specialty software to write auto and truck estimates.
• Utilize specialty software to write estimates on commercial and  residential properties.
• Prepare and present thoughtful and detailed reports.
• Organize a workload that involves heavy communication via written correspondence, email, and telephone.
• Must be physically able and available to drive for extended periods for claim inspections and/or CAT duty when necessary.

Position Requirements -

Preferred Formal Education:

• College degree
• Continuing education to maintain state-specific licensing requirements
• AIC, CPCU or other Insurance-related designation
• At least 5 years equivalent work experience in Claims Adjusting

 

Knowledge & Experience:

• In-depth understanding of Personal and Commercial insurance policy coverages and applications.
• Strong customer service and conflict resolution capabilities.
• Strong knowledge of auto body repair.
• Strong knowledge of building construction.
• Strong negotiation skills to effect prompt and fair claim settlements.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to absorb and adapt to changing technologies in the work environment.
• Excellent analytical and critical thinking skills.
• Ability to read financial statements and understand basic accounting and business income principles.
• Ability to think “outside the box” and demonstrate problem solving skills.
• Strong computer skills are necessary to effectively operate in the paperless Claims Management System
• Excellent verbal and written communication skills are required.
• Must be able to operate Microsoft Office, specifically Word, and have at least a rudimentary knowledge of Excel.
• Strong organizational skills.
• Ability to work effectively and efficiently in a work-from-home environment.
• Strong estimate writing skills.
• Midwest utilizes Mitchell for auto estimating, and PowerClaim and CoreLogic for property estimating and valuations. Experience with these software applications is a plus.

 

Work conditions:

• Midwest Family is a work from home environment. Applicant must have sufficient space for an at-home office and high-speed cable/DSL internet is a requirement.
• Ability to work a 40-hour week, 8-hour days, 5 days per week, with potential for longer work weeks during periods of heavy claim volume.
• Ability to be on-call after hours and on weekends when designated.
• At least one week of virtual training.
• At least 2-4 weeks of travel for training in the field.
• Must be physically able to carry, transport, set up, ascend, and descend ladders.
• Must be physically able to walk on roofs (with appropriate safety measures).
• Must have a valid driver’s license and be physically able to operate a company vehicle and be prepared to spend at least 50% of working time behind the wheel.
• Applicant must be physically able to carry, transport, ascend, and descend ladders
• Applicant must be physically able to navigate roofs at height, crouch, crawl, and navigate tight or confined spaces when necessary
• This position requires dexterity of hands and fingers to operate a computer keyboard, mouse, telephone, and other devices.
• Applicant must be physically able to travel when necessary for storm duty, and to participate in training sessions, presentations, and meetings.

Other Functions:

• Regular and reliable attendance.
• Ability to work as part of a team.
• Perform other duties as may be assigned.
• Responsible for complying with proper internal controls as necessary to conduct job functions and/or carry out responsibilities and/or administrative activities at the Company.