Customer Service Specialist II - Life/Health

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!

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, May 12, 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.
• The first two weeks will be in-office which includes onboarding.
• Trainees will be in office 10 days a month for the first six months of training. If the training timeline is less than six months, it will be for the duration of the training path. After this period, trainees will align to the in-office approach for their departments.
• The first 3 consecutive weeks of the last 5 weeks of training will be spent in office.
• 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).

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 workspace, 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!

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