Policy Operations Services Representative - Direct

Provides new business, underwriting assistance, billing, or policy services for personal lines, commercial or life insurance or brokerage products. Develops product knowledge and customer service skills to interact with policyholders and/or agents. May specialize in one or more products in one or more lines.

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.

• Provides customer policy or billing activities for new business renewal policies and policy changes.
• Completes system entry process for new policies or policy changes or billing for multiple systems.
• Researches inquiries from customers or agents.
• Generates letters, correspondence and policy documents as needed.
• May conduct on-the-job training as needed.
• May support call center operations when call demand exceeds forecast or problem escalation requires assistance.
• May be required to complete other assignments or participate in projects based upon skills, achievements, or experience.

• Demonstrated experience providing customer-driven solutions, support, or service.
• Basic knowledge of state-specific regulations and system/procedural support for insurance or brokerage products.
• Basic knowledge and application of underwriting, servicing or billing guidelines.
• Demonstrated experience using reference materials, reading policy language, and processing rules and procedures.
• Demonstrated written and verbal communication skills.

• Not applicable.

• Up to 10%.

• Work that primarily involves sitting/standing.

• Not applicable

In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to one of our office locations (within approximately 35-50 miles). On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events.

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

• 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  to request a reasonable accommodation.