INTRODUCTION

In this experienced level role, you will report to the Customer Service Manager. Your start date will be 5/18/2026. You will be the first contact for customers (advisors, clients, and relationship partners) for service issues, requests, procedures, and account information. You will communicate directly with customers to research questions, open issue resolution cases, and resolve higher-level problems over the phone.

In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to one of the following locations: Madison, WI; Phoenix, AZ; Boston, MA; Denver, CO; Minneapolis, MN; Keene, NH; St. Joseph, MO. On occasion you may be asked to travel to an office location for in-person engagement activities such as team meetings, training, and culture events.

To help you get set up for success, your first week of training will include in-person onboarding at our Madison, WI office. The remainder of training will be virtual. The hours for training will be 9:00am - 5:30 pm Central time, Monday through Friday. Your schedule after training includes a 9-hour Monday and a 7-hour day during that same week to ensure a 40-hour work week. You would also work every 3rd Saturday from the initial Saturday scheduled. You would receive a day off in the week following the Saturday you work. This permanent shift would start after training has been completed and would be in place until further notice. Specific schedules will be discussed in the interview and assigned at the time of offer.

Bilingual (English and Spanish) candidates are encouraged to apply. There is a 7% bilingual pay premium.

COMPENSATION

• Position Compensation Range: $25.00 - $31.88
• Pay Rate Type: Hourly
  Compensation may vary based on the job level and your geographic work location.
  Relocation support is offered for eligible candidates.

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.
• Ensures that all pertinent information is gathered and accurately entered to ensure prompt resolution. Receive guidance from coaches on a frequent basis to process requests.
• Develops an understanding of systems and procedures to educate clients and advisors on newly enacted services, as they arise, to facilitate efficient self-service.
• Serves as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers.
• Refers more complex issues to appropriate service partners.

SPECIALIZED KNOWLEDGE & SKILLS REQUIREMENTS

• Demonstrate experience providing customer-driven solutions, support or service.
• Demonstrated written and spoken communication skills.
• Demonstrated ability managing multiple priorities in a fast-paced environment.
• Demonstrated ability to troubleshoot and identify and resolve root cause issues.

LICENSES

• Property and Casualty Producer license strongly preferred but not required. Employees are expected to pass their state's Property and Casualty license exam within 12 months. Training and administrative support will be provided.

INTERNET CONNECTION REQUIREMENT

We require an internet connection with a minimum speed of 100 Mbps download and 10 Mbps upload.

TRAVEL REQUIREMENTS

• Up to 10%.

Physical Requirements

• Work that primarily involves sitting/standing.

WORKING CONDITIONS

• Not applicable.

ADDITIONAL INFORMATION

• Offer to selected candidate will be made contingent on the results of applicable background checks.
• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions.
• Sponsorship will not be considered for this position unless specified in the posting.

We provide 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, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). 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 Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.

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