Regional Customer Care Representative I

Job description

The Voice of Texas Agriculture. Company Name: Texas Farm Bureau Casualty Insurance Company | Department: Policy Services - CAAP This position will service the West Texas Region including but not limited to Concho, Fisher, Howard, Jones, Kimble, Mason, McCulloch, Menard, Mitchell, Nolan, Runnels, Scurry, and Taylor counties. The Regional Customer Care Representative I (RCCR I) provides regional support to County Farm Bureau offices through staffing coverage, training, coaching, mentoring, and operational assistance. This position serves as a field resource for county office operations, membership services, insurance support, and employee development. The RCCR I helps maintain uninterrupted service during employee absences, vacancies, onboarding periods, and other business needs while supporting employee development, promoting operational consistency, and strengthening service delivery across the assigned region. This position works closely with County Farm Bureau offices, agency personnel, CAAP leadership, Training, and other business areas to transfer knowledge, reinforce procedures, support adoption of new processes and technologies, and promote a consistent service experience for members and policyholders. The RCCR I serves as a mentor, coach, and subject matter expert for county office operations, membership services, and insurance support activities. Regular travel throughout the assigned region is required. MAJOR RESPONSIBILITIES AND AUTHORITY County Office Support and Coverage: Provide temporary staffing support to County Farm Bureau offices during employee absences, vacancies, onboarding periods, and other business needs. Maintain continuity of county office operations while delivering consistent service to members, policyholders, County Board members, and Agency personnel. Build and maintain positive working relationships with County Board members, agency personnel, county office staff, and members throughout the assigned region. Promote operational consistency by reinforcing established procedures, service standards, and best practices. Member Service and Insurance Support: Deliver prompt, professional service through in-person, telephone, and electronic interactions. Assist applicants and members with memberships, renewals, payments, record maintenance, and account updates. Research and resolve member and policyholder inquiries while ensuring timely follow-up. Support quote activity, insurance applications, policy transactions, and claims initiation. Promote County Farm Bureau programs, benefits, and services. Monitor the First Notice of Loss (FNOL) call queue as assigned to help maintain appropriate support levels. Training, Coaching, and Operational Support: Deliver hands-on training and coaching for new and existing county office employees. Assist with onboarding, development, and ongoing learning initiatives. Serve as a resource for business systems, operational processes, service procedures, and county office operations. Assist employees and county offices with the adoption of new technologies, workflows, systems, and company initiatives. Observe performance and provide constructive feedback related to member service, operational procedures, business systems, and overall job effectiveness. Identify training, process improvement, and skill development opportunities and communicate observations and recommendations to supervisors. Assist with testing, implementation, and refinement of new systems, procedures, and training materials. Support continuing education efforts while enforcing operational standards, service expectations, and best practices established by leadership. Share observations regarding onboarding progress, employee development, training effectiveness, and operational consistency with supervisors, as appropriate. Administrative Support: Assist County Farm Bureau Presidents and Board members with office and clerical activities that support the Farm Bureau mission. Monitor and address assigned reports and follow-up activities. Coordinate appointments, reminders, and other office administrative functions. General Duties: Maintain confidentiality and discretion with sensitive county, member, employee, and insurance information. Comply with all company policies, procedures, licensing requirements, and regulatory guidelines. Comply with Certified Fleet Operator requirements and all company driving policies. Travel regularly throughout the assigned region, including overnight travel when required. Perform other duties as assigned. MINIMUM POSITION QUALIFICATIONS An associate’s degree or college level experience is preferred but not required for this position. General Lines Property and Casualty Insurance license (or obtain within 45 days of employment). Completion of the Accredited Customer Service Representative (ACSR) or Associate in Insurance (AINS) designation. Strong communication, coaching, and interpersonal skills. Demonstrated ability to learn and apply membership, insurance, and county office procedures. Ability to train, mentor, and develop others. Proficient typing skills (minimum 45 WPM, max 5% error rate). Proficiency with Microsoft Office applications. Valid Texas driver's license and driving record that meet company requirements. PHYSICAL REQUIREMENTS Frequent computer, telephone, and standard office equipment use for up to six hours daily. Ability to sit and concentrate for extended periods; occasional bending, lifting, and reaching. Capable of lifting items up to 30 lbs. Regular travel by car or public transportation. WORKING CONDITIONS Occasional long and irregular hours. Work to be conducted in an office environment owned or leased by the company. Texas Farm Bureau is an Equal Opportunity Employer (M/F/D/V).