Role Title:            Full Time Customer Loyalty Specialist

Agency:                Burnett & Associates, LLC

State:                   Minnesota

Reports to:          Agency Owner

The Customer Loyalty Specialist is an employee of the Agency Owner and not an employee of American Family Insurance.

Objective

The Customer Loyalty Specialist partners with the Agency Owner to establish and implement the systems, processes and operations to build agency customer loyalty.  Monitors and measures effectiveness of agency loyalty initiatives, in addition to satisfaction efforts, across all agency branches.

Customer Loyalty

• Manages and monitors multiple customer touch points for a continued long term relationship over the life cycle of the customer
• Partners with the agency owner to solidify the strategy that educates and sets customer expectations
• Monitors the customers’ needs to ensure that the agency exceeds their expectations
• Establishes processes for onboarding new and transfer customers
• Assists agency owner in achieving agency customer loyalty and satisfaction goals

Customer Service

• Provides personalized, professional customer service experiences through building trust and developing strong customer relationships
• Responds to customer inquiries regarding coverages, billing, claims or products by following established agency processes and procedures
• Drives customer satisfaction by following the American Star best practices: Personal Insurance Review, rate revision notification and claims process
• Processes changes to existing accounts and policies
• Assists customers with claims by directing them to the appropriate Claims Department contacts and resources. Follows up to ensure customer needs are addressed.

Agency Operations

• Responsible for initiating and adopting best practices for positive agency customer contact (Consistent Customer Connections)
• Creates and implements loyalty social media content
• Ensures the agency is implementing all future documentation enhancements that strengthen the customer relationship

Insurance Sales 

• Identifies and communicates cross-selling opportunities discovered through customer interactions or data analysis

Education/Licenses/Designations

• Required by state statutes to have proper insurance licensing to sell, solicit or negotiate insurance products.  This position must have at least one qualifying line of authority: Property; Casualty;  or Life;
• Valid driver’s license required
• Obtain the American Family Insurance Customer Excellence Certificate within an agreed upon amount of time with the agent owner

Role Requirements

• Demonstrated customer service experience
• Effective communication skills
• Experienced with PC software applications (Microsoft Office Suites, Internet Explorer)
• Proficient in metrics and analytics
• Ability to coach others

Working Conditions

• Non-typical schedules (evenings or weekends) may be necessary on occasion
• General office setting

Benefits

• Paid time off
• Corporate training opportunities
• High caliber networking opportunities around the metro
• Free parking
• Close to bus lines
• Located off of Highway 100 & 494
• Opportunity to learn from team with over 40 years of experience

Please send cover letter & resume to:

RMurphy1@amfam.com

Note: The information contained in this role profile is intended to describe the essential job functions required of those assigned to this job.  It is not intended to be an exhaustive list of all accountabilities, activities, skills and knowledge needed to perform in this role. Please note that functions and work schedules are reviewed periodically and are subject to change based upon business need.

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