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Multiple outdoor shots of a State Farm office building, campus and surrounding area are seen. Next, we see people walking through the building and across the campus. Then we see Kord seated at his desk.
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What It’s Like: Customer Care Claims
(Speaker: Kord)
Thank you for calling State Farm claims. My name is Kord. May I have your claim number?
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We see Kord speaking in a hallway, and then working at his desk.
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Kord Customer Care Claims (Speaker: Kord) Basically, what we do is we take on incoming calls from people who have accidents.
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We see Christina speaking outside a cubicle, and then we see her working at her desk.
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Christina Customer Care Claims
(Speaker: Christina)
We're here to fulfill that promise that our agents made to our customers. So when they're involved in a loss, it's our responsibility to explain their auto policy to them and assist them the best that we can.
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We see Jonathan speaking in a lounge area, and then at his desk.
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Jonathan Customer Care Claims
(Speaker: Jonathan)
So it's our job to listen, be attentive, and understand where they're coming from.
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We see Christina working at her desk and standing near it, and then working at her desk again.
(Speaker: Christina)
Every call is going to be different. You may have something super crazy, where someone hit a bear or something. So you never know what you're going to get.
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We see Kord working at his desk, and then speaking in the hallway. Next, we see several workers in their cubicles.
(Speaker: Kord)
First thing you want to do is make sure nobody's injured. You get past that point that there's no injuries or anything like that, then the next thing is basically educating. You don't remember your policy at that time of the accident.
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We see Jonathan working at his desk.
(Speaker: Jonathan)
Thank you so much for that, Ian. It’s been a pleasure speaking.
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What to expect:
• Share empathy and care with the customer
• Contact center environment
• Multi-tasking through multiple applications
• Be a resource for the customer
• Gather and document loss information
• Help people recover from the unexpected
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We see scenes from a training, and then we see Kord speaking in a hallway. Next, we see Jonathan and another person working together.
(Speaker: Kord)
We have pretty robust training. It's a lot of information to retain. Then we go through what is kind of like a bridge process, where we're actually taking phone calls and we're supervised with people that have great experience and are there to teach us while on that call.
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Calls may be monitored or recorded for coaching purposes.
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We see Christina working at her desk and then speaking outside a cubicle. Next, we see a small meeting of workers, and then several other meetings with small groups of co-workers. (Speaker: Christina) So our calls are recorded and monitored. And so the feedback that we get from them really helps us assist the customers for future calls. Our huddle meetings are usually about five to 10 minutes, where our manager talks to us about what's going on at State Farm or what's going on in our department.
(Speaker: Kord)
And I enjoy the people that I work with. And as you grow, and as your team grows, and as teammates grow, you see their progression, as well.
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What it’s like:
• Customer-focused
• Fast-paced
• Structured environment
• Making a difference
• Taking ownership of the call
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We see Jonathan working at his desk.
(Speaker: Jonathan)
Sometimes, customers are not going to like the answers you give them.
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We see Christina working at her desk.
(Speaker: Christina)
This was probably the last thing that they wanted to do today was file a claim with their insurance company.
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Things we expect from you:
• Active listening
• Critical thinking
• Problem solving
• Assessing the individual needs of customers
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We see Kord speaking in a hallway and working at his desk. Then, we see Kord and a colleague interacting.
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(Speaker: Kord)
No matter if you have 30, 40 calls a day, you always have to remember it's that customer’s first call with you.
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What we offer:
• Comprehensive benefits
• Tuition reimbursement
• Community involvement
• Paid training
• Job coaching
• Annual merit reviews and incentive opportunity
• Bilingual pay
(Speaker: Kord)
I enjoy it. I enjoy helping people, even if it's for about five to 10 minutes on a phone call. You are building a relationship with that person, helping them through their day.
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We see people walking through the halls in high-speed motion. Then we see employees on an upper story balcony, and an aerial view of the State Farm building.
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Join our community of good neighbors. State Farm logo Apply today at statefarm.com/careers
