Senior Policy Operations Representative (Primarily Home)
 American Family Insurance Agency Staff | |
paid time off, paid holidays, 401(k)
| |
 United States, New Hampshire, Keene | |
 Oct 10, 2025 | |
|
As a Senior Policy Operations Representative, you will mainly be responsible for phone interactions with Policy Owners and Agents. Additional work may include servicing tasks for in force policies and continue to develop product knowledge and customer service skills. May specialize in one or more products in one or more lines.
Work schedule is Monday-Friday 7am-7pm cst. Schedules are rotated to provide phone coverage to 7pm. 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. Compensation range will be determined by geographic location. Due to high interest, the position may close quickly. Apply promptly to ensure your application is considered. 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). Madison, WI 53783; Boston, MA 02110; St. Joseph, MO 64507; Phoenix, AZ 85034, Minneapolis, MN 55305, Keene, NH 03134, Denver, CO 80014. Internals encouraged to apply regardless of location. Position Compensation Range: $25.00 - $33.65Pay Rate Type: HourlyCompensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates. Primary Accountabilities *Take 40-70 calls a day serving policies for Agents/Owner. *You will research complex inquiries from customers or agents. *You will perform back office tasks which may include processing address changes, updating loan dividends, handling customer interactions, mentor others and resolve complex issues. *Assist with special projects, system testing, and on-the-job training. *Demonstrated experience providing customer-driven solutions or support. *Solid knowledge of state-specific regulations and system/procedural support for insurance or brokerage products. *Solid 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. Specialized Knowledge & Skills Requirements Additional Skills and Knowledge *Candidates with 1+ years of experience are encouraged to apply. *Call center (or similar) experience is beneficial. Licenses *Not applicable
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 AskHR@AmFam.com to request a reasonable accommodation. #LI-HS2 | |