Client/Member Triage Representative

Salary Grade/Points

34/233 Points

Company

FBL Financial Group, Inc.

Date Prepared

03/2026

Position Title

Client/Member Triage Representative

Department

P/C Multi-Line Contact Center

Job Number

PC6110

Location

West Des Moines, IA, Gilbert, AZ, or Manhattan, KS.

Basic Function

This position is responsible for providing simplified, courteous, and consistent customer experience to the internal and external customers of Farm Bureau.This role is responsible for triaging Storm Claims acquired by Farm Bureau Financial services by scheduling property inspections for various Claims teams and our client/members

Principal Accountabilities

Accountabilities should reflect job functions requiring at least 5% of an incumbent's time commitment.

Essential Functions:

We deliver on our promise every day to protect livelihoods and futures. We do this through our value-based work, demonstrating service, integrity, leadership, teamwork, accountability, and passion in all touch points with client members, employees, agents and vendors.

• Conduct Outbound Calls to make first contact during a Storm event and schedule property inspections as necessary.

2. During storm events or other emergency response periods this position requires availability to work extended shifts (8:00 a.m.-7:00 p.m.) and up to seven days per week to ensure adequate support.

• Respond to and resolve basic customer service requests according to FBL Financial Group, Inc. &/or State Federation policies in a prompt, efficient and courteous manner for external customers, departmental staff, agents, and other FBL personnel at all times.
• Handle, research and respond to customer requests/simple escalations via phone, written and electronic correspondence, including payment processing, with assistance as needed.
• When appropriate, process/accept/modify changes on administration system(s) and complete related tasks and documentation, etc. accordingly.
• Proficiently practice the use of the various systems/sites necessary to complete day-to-day work including but not limited to, Policy Administration, Customer Relationship Management, Billing/Payment, Membership Account Management, etc.
• Maintain knowledge and up-to-date procedural changes related to job responsibilities.
• Understand and implement a standard of service that will result in consistent, positive experience for member policyholders by focusing on the member relationship at each interaction.
• Review submitted materials for completeness and accuracy; perform follow ups as needed with agent, underwriting, member policyholders and third party vendors for information.
• Assist with providing coaching to Team on an as needed basis.

11. Handle elevated/complex service situations and, when appropriate, assist with departmental reporting and participate in &/or perform testing as part of special project teams for product developments and system enhancements, etc.

Non-Essential Functions:

Perform other job-related duties or special projects as assigned.

Qualifications/Know-How

1. High school diploma or equivalent required; associate degree or one year of relevant experience preferred.

2. Oral, written and diplomatic communication skills as appropriate to this position.

3. Initiative and ability to work independently.

4. Strong interpersonal skills required, positive customer focused attitude.

5. Basic math skills required.

6. Regular and predictable attendance.

7. Proficient with use of computer software including MS Office is preferred; keyboard skills of 45 - 50 WPM.

8. Ability to read, write and speak the English language.Bilingual is helpful.

9. Prior Claims Experience Preferred.

OVER

Nature & Scope

The Multiline Contact Center provides customer service supportby handling calls and inquiries from members, agents and other third parties.In addition to this, the Multi-Line Contact Center is responsible for triaging Storm Claims acquired by Farm Bureau Financial services by scheduling property inspections for various Claims teams and our client/members. The area handles phone calls, tasks, first notice of loss claims reporting, inspection scheduling and special projects.The department must operate at a high level to ensure our company provides a simple, consistent, and compelling customer experience that supports the Company values.

The Client/Member Triage Representative is responsible for providing simplified, courteous, and consistent customer experience to the internal and external customers of Farm Bureau. This individual needs to have Team oriented skills to provide billing and scheduling assistance, policy/member service, system support and professional response to regular or escalated inquiries. As a specialized member of the Team, this individual could also participate in the coaching and development of their peers in this space.

Internal contacts may include staff members at all levels of the Claims, Underwriting, Operations and Shared Services departments. External contacts include agents and their office staff, members, client/members, mortgage companies, and banks regarding policy inquiries, changes, etc.

Dimensions

PC Multi-line Contact Center (2022) 125

Note: The FBL Financial Group, Inc., reserves the right to change job descriptions at any time for business reasons. Furthermore, an employee is expected to perform the duties of the position in a safe manner and in accordance with the rules and regulations set forth by the department/division/area/company. Neither the provisions of this job description nor any other document or publication establishes a contract of employment between you and the FBL Financial Group, Inc., companies.

Profile: EI2 175, D3(29) 50, D1C 57, Level