Customer Service Specialist II - Life/Health - State Farm

Being good neighbors – helping people, investing in our communities, and making the world a better place – is who we are at State Farm. It is at the core of how we operate and the reason for our success. Come join a #1 team and do some good! Khakis optional. . .

Starting Salary is $45,841.25/yr. annually ($22.75/hour). Because work-life-balance is a priority at State Farm, compensation is based on our standard 38:45-hour work week! Starting salary is non-negotiable.

At State Farm, we offer more than just a paycheck. Check out our suite of benefits designed to give you the flexibility you need to take care of you and your family!

• Get Paid! On top of our competitive pay, you are eligible for an annual raise and bonus.
• Stay Well! Focus on you and your family’s health with our robust health and wellbeing programs. State Farm pays most of your healthcare premium, and we offer multiple healthcare plan options, including a high deductible plan. All medical plans provide 100% coverage for in-network preventative care, AND you and your family have access to vision, dental, telemedicine, 24/7 mental health professionals, and much more!
• Develop and Grow! Take advantage of educational benefits like industry leading training programs, top-notch tuition assistance programs, employee resource groups, and mentoring.
• Plan Ahead! Plan for those big moments in life with benefits like fertility/IVF/adoption assistance, college coaching, national discount programs, interactive monthly financial workshops, free financial coaching, and more. You can also start a savings account or consider financing through our State Farm Federal Credit Union!
• Take a Little “You” Time! You will have access to our generous time off policies designed so you can plan around holidays, family events, volunteering, or just to take a relaxing day off. With the opportunity to initially earn up to 20 days annually plus parental leave, paid holidays, celebration day, life leave (40 hours/year), bereavement leave, and community service/education support days, there will be plenty of time for you!
• Give Back! We offer several ways to give back through our Matching Gift Program, Good Neighbor Grant Program, and the Employee Assistance Fund.
• Finish Strong! Plan for retirement using free financial advisors and a 401(k) plan with company contributions of up to 7% of your salary.

Visit our State Farm Careers page for more information on our benefits, locations, and the hiring process of joining the State Farm team!

Location: This position is open to candidates who live within 100 miles of Tempe and in the state of AZ.

Responsibilities

We are seeking detail oriented, customer service focused and very reliable individuals to join our Life Response Center (LRC) team!

• The Life Response Center Specialists assist our customers and State Farm Agents in servicing and handling our State Farm Life Insurance Policies.
• This is a fast-paced environment, where Specialists use dual monitors and take 50-100 inbound calls and online chats daily.
• Life Response Center Specialists utilize online resources and critical thinking skills to answer questions regarding financial service, application processing and service transactions in a non-word-track environment.
• Our teams provide application and policy status while also processing financial service transactions.

Items of Note:

• Start Date: Monday, January 6, 2025
• You will be expected to work Saturdays during key promotional periods.

Additional Information

Training Details

• Training hours are Monday - Friday from 7:00 a.m. - 3:15 p.m. AZ time.
• Training is approximately 24 weeks.
• Training is mandatory and new hires/trainees must be able to commit to the full training schedule. To be successful, trainees are expected to demonstrate full engagement and participation during training, complete the training curriculum and limiting training and training room distractions (i.e. no cell phones during training time).
• Onboarding training that occurs during the first week will be in-office.

Hours of Operation/Shifts

• Monday – Friday 6:15 a.m. - 6:30 p.m. AZ time
• Work shifts are typically assigned near the end of training, and associates may be asked to work overtime and/or irregular work hours as business needs dictate, including “periodic” Saturdays. (LRC is not open on Sundays)
• Full-time work schedules are 38 hours and 45 minutes per week.
• Shift schedules are typically in place for approximately 6-9 months

Location/Work Arrangement

• Hybrid 75/25 (1 week in office and 3 weeks at home on a rotating schedule)
• Must have quiet, dedicated, distraction free work space, a steady internet connection, and dependent care in place. ***Additional time in the office will be required if you experience computer system access issues.***

Incumbency

• If you would like to be considered for a lateral opportunity outside of the Life Health Response Center (LHRC), you must wait 18 months after your start date prior to posting and if you are interested in being considered for a promotional opportunity outside of LHRC, you must wait 12 months prior to posting. Promotional opportunities within LHRC could be 6 months with leadership approval.

Our Life Response Center Specialists demonstrate the following skills in their day-to-day work:

• Customer Service- Successful Care Center Specialists have a strong focus on providing a Remarkable” customer experience (personalized, caring, simple) throughout every interaction with our customers.
• Multitasking – The role requires speaking to customers on the phone while at the same time navigating between various systems and applications on multiple computer screens. Successful Care Center Specialists have a high comfort level multi-tasking on the computer while having a conversation with the customer.
• Communication – Successful Care Center Specialists have strong communication skills, with the ability to convey policy information and procedures clearly while connecting with the customer over the phone and expressing empathy when appropriate.
• Be Resourceful - Know where to find answers and use available resources to find the right procedure needed to help the customer.
• Thrive on working in a team environment; and be accountable for your work and your schedule!