Not your typical call center

Here at American Family Insurance we don’t have your typical “call centers.” Instead, we have ”care centers.” So, you ask, what makes American Family’s Care Centers so caring?

• When an insured calls the care center, the rep they talk to is usually the first personal communication they’ve had from American Family. And often, the insured’s situation isn’t a pleasant one. Our attitude sets the tone for the caller’s entire experience with AmFam and we truly try to convey the information they need with empathy and caring.

• Care center reps do more than just take a call and file a claim. We set up repair options, reserve rental vehicles and provide any other help needed, according to the insured’s insurance policy.

• For most claims, the care center representative who takes the insured’s first call is the same representative helping the insured throughout the entire claims process. We care because we really get to know our customers.

• In the care centers, we also have dedicated units trained specifically to help with auto estimates and homeowner’s claims. This way, an insured works with a rep who has greater expertise about the insured’s type of loss.

Behind our jobs are real people. Take me, for example. I’ve worked in the Denver, Colorado, care center since it opened in 2006. I currently work in one of our dedicated units handling homeowner’s claims, and the majority of the claims I help with are theft and jewelry losses.

What’s the best part of my job? Knowing that all day, I am helping people who are experiencing very tough situations. My goal is to ease the stress, and one way of doing that is showing I really do care about a person’s situation. A smile can be heard in a person’s voice and a simple smile can bring optimism back to a difficult situation.

I’ve gained confidence at AmFam (before I began working in the care center, I was scared to death to call anyone I didn’t know!) and I’ve even tried some new things. I write a quarterly column for the Care Center Chronicle, the small newspaper published just for care center employees, and I’m a member of the American Family Sustainability Squad. Our group brings “green” options into our office and supports individuals who take steps toward a more sustainable way of living.

It’s the great work environment and the various ways to stretch my skills outside my job that make working at American Family so much fun and rewarding.

To learn more about our customer care centers from a manager’s perspective, check out this video about care center hiring. If you’re interested in current career options, visit our job search site

***Emily has worked at American Family since 2003. She began as a contingent worker and was hired full-time in 2005. Emily enjoys Colorado life with her nine-year-old daughter, Kalli. Emily and Kalli enjoy snowboarding together in the winter and traveling around the world! Emily also plays on three local soccer teams.

One Comment

  1. Posted July 25, 2013 at 11:21 am | Permalink

    That is a good tip particularly to those new to the blogosphere.
    Short but very precise info… Appreciate your sharing this
    one. A must read article!

One Trackback

  1. By Never a dull moment « Amfam Career Blog on June 9, 2011 at 4:46 pm

    […] a claim adjuster, check out our hiring video or read through a couple other adjusters’ stories, Not your typical call center or What is a claims adjuster, anyway? If you’re interested in current career options at American […]

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