FBS Customer Care Agent (Call Center)

Full Job Description

FBS – Farmer Business Services is part of Farmers operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today’s competitive marketplace.

We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results.

Since we don’t have a local legal entity, we’ve partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.

What to expect on your journey with us:

• A solid and innovative company with a strong market presence

• A dynamic, diverse, and multicultural work environment

• Leaders with deep market knowledge and strategic vision

• Continuous learning and development

Requirements

Summary:

This position provides agent-facing communication and support for Business Insurance by executing standardized workflows, coordinating activities, and maintaining accurate system records. The role serves as a point of contact for agents to facilitate timely follow-ups, information gathering, and campaign execution. This role drives efficiency and scalability by owning high-volume, repeatable tasks that support the business process lifecycle, while operating within defined processes and escalating items requiring licensed or expert judgment.

Responsibilities:

Communicates with agents to provide status updates, request information, and confirm next steps.

Coordinates scheduling, appointments, and follow-up communications with agents and internal partners.

Manages ongoing agent touchpoints to ensure progression of submissions and requests, escalating inquiries that require licensed or expert judgment in accordance with defined protocols.

Conducts follow-up for missing information and documentation to complete submission packages.

Prepares submissions and supporting materials for review.

Executes high-volume, repeatable workflows using defined processes, scripts, and playbooks, ensuring consistency and adherence to established guidelines.

Maintains accurate and complete records in CRM systems, including status updates, activity tracking, and documentation. Documents all interactions, actions taken, and outcomes to support transparency, workflow continuity, and service expectations.

Executes lead distribution and follow-up activities.

Performs outreach activities aligned with approved campaign messaging.

Supports campaign operations, quote lab logistics, and related coordination to ensure efficient execution of sales and service initiatives.

Meets established productivity, quality, and service level expectations.

Performs other duties as assigned.

Qualifications:

Proficient in English written and verbal communication skills.

Strong verbal communication and listening skills.

Demonstrated written communication skills.

Ability to simultaneously handle multiple priorities.

Possesses strong technical aptitude. Experience working with CRM systems and standardized workflow tools.

Experience in a regulated environment.

Benefits

This position comes with a competitive compensation and benefits package.

• A competitive salary and performance-based bonuses.

• Comprehensive benefits package.

• Flexible work arrangements (remote and/or office-based).

• You will also enjoy a dynamic and inclusive work culture within a globally renowned group.

• Private Health Insurance.

• Paid Time Off.

• Training & Development opportunities in partnership with renowned companies.

Qualifications And Requirements

Associate

Associate

Discovered directly from the employer’s public Workable account endpoint with details=true where supported. Public description, responsibilities, requirements and benefits were normalized into complete candidate-facing sections.