American Family Insurance is hiring a Policy Operations Services Representative - Direct. In this role, you will provide new business, underwriting assistance, billing, or policy services for personal lines, commercial, or life insurance products. You will develop product knowledge and customer service skills to interact effectively with policyholders and agents.

What You'll Do

Provide customer policy or billing activities for new business, renewal policies, and policy changes.
Complete system entry processes for new policies, policy changes, or billing across multiple systems.
Research inquiries from customers or agents to resolve issues.
Generate letters, correspondence, and policy documents as needed.
Conduct on-the-job training as required.
Support call center operations during high-demand periods or for escalated issues.
Complete other assignments or participate in projects based on skills, achievements, or experience.

What We're Looking For

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.

Benefits & Compensation

Compensation: $25.00 - $31.88 per hour
Comprehensive medical, dental, vision and wellbeing benefits
Competitive 401(k) contribution
Pension plan
Annual incentive
9 paid holidays
Paid time off program (23 days accrued annually for full-time employees)
Student loan repayment program
Paid-family leave

Work Mode

This position follows a hybrid work mode, combining remote and in-office work.

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.