Remote P&C Insurance Customer Service Rep.

It’s a great time to join AAA The Auto Club Group! 

JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD

Job Type:

Exempt/Non Exempt:

Job Description:

Position Description

Primary Duties and Responsibilities

Provide a high level of customer-focused sales in a high volume, fast-paced call center environment, using PC, Internet, and ACD phone technology.   Provide advanced technical and product information in response to customer questions and/or problems in accordance with corporate policies and procedures.  Explain product features and service advantages to existing and potential customers for the purpose of promoting and selling the various membership and/or insurance products and services in order to achieve sales production goals.  Recognize and promote cross-sales opportunities within the context of servicing a change to an existing customer’s policy.   Provide price quotes on all insurance products that factor in all applicable rules (underwriting, business, etc.) and discounts in an effort to complete the sale. Rewrite and reinstate insurance policies according to underwriting and business rules.  Complete membership and/or insurance applications, endorsements, and change forms (e.g. address change, etc.) as necessary.  Accept payments at the point of sale.  Make outbound follow-up calls to customers in response to questions or complaints.  Correspond with and respond to inquiries from sales representatives, insureds, mortgage companies, and other sources regarding ratings, premiums, billing problems, and cancellations and to obtain and verify payments and other types of information.  

Provide efficient processing of customer policies, endorsements, and status and coverage changes.  Assist agents in resolving technical and business-related issues.  May assist other Customer Interaction Centers (e.g. Emergency Road Service, Claims, Membership, Travel, etc.) in servicing members and/or customers when necessary to ensure quality service goals are met. 

Respond to telephone calls from customers and agents regarding customer billing status, balance due, etc.   In accordance with established procedures, review policies that are in a canceled status and determine whether reinstatement is an option.  Determine monies due and process reinstatement as appropriate.  Enter transactions and balance cash entries in order to input changes into systems.  Research and adjust account balances when misapplication/overpayment of monies occurs and mail refund checks as appropriate.  Process returned bank items, write-off service fees, extensions, etc. to correct balances and premium payment records. Contact sales agents to correct receipt-cash discrepancies as needed. 

How we reward our employees: 

In addition to a competitive starting salary, ACG offers excellent and comprehensive benefits packages: 

• Hourly rates starting at $21.75/hour plus bonuses and sales incentives 
• Overtime earning potential at time and a half the hourly wage 
• Fully paid training 
• Medical, dental, and vision benefits 
• 401k with employer match 
• Paid parental leave and adoption assistance  
• Paid Time Off (PTO), company-paid holidays, CEO days, and floating holidays 
• Paid volunteer day annually 
• Tuition assistance program, professional certification reimbursement program, and other professional development opportunities 
• AAA Membership  
• Discounts, perks, rewards, and much more 
• $1,000 sign-on bonus for Licensed Property and Casualty Agents **To qualify for the Sign-On Bonus, applicants must be new to ACG. Additional details can be provided by our Recruiting Team at the time of application**  

Required Qualifications

Education:

• High School diploma or equivalent
• Current Property & Casualty Insurance license
• May be required to attain and maintain state membership licenses as appropriate by the department

Experience in/with:

• Providing a high level of customer-focused service
• Competently entering information on various screens using a PC keyboard
• Navigating through a PC Windows environment, including accessing information from multiple applications
• Managing and navigating multiple sources of information and applying them as needed
• Performing monetary transactions (e.g., entering key data into cash terminal, adjusting account balances, etc.
• Cross-selling

Knowledge and Skills:

Ability to:

• Complete appropriate training relative to all company products and services.
• Demonstrate advanced insurance and product knowledge with a high level of technical skills. 
• Demonstrate excellent customer service skills in a fast-paced, customer-focused call center environment.
• Work within a team environment with minimal supervision.
• Present complex information in a clear, concise manner.
• Maintain accurate records.
• Read, comprehend, and communicate clearly and concisely in the work environment and with the public (e.g., explain instructions, rules, and procedures).
• Demonstrate effective use of time management.
• Demonstrate strong skills in the use of PC applications such as Microsoft Office.
• Attain and maintain any Property, Casualty, Life, and Health insurance sales license for any member state as appropriate.
• Promote the sale of all company insurance and membership products.
• Achieve insurance and membership sales goals and other performance expectations as defined by management.

Preferred Qualifications

Education:

• College-level coursework, certification, or equivalent (i.e., continuous learning).

Experience in /with:

• Working in a customer service call center environment
• Working with home and/or auto insurance products
• Operating Windows and non-windows-based systems
• Preparing rate quotations
• Investigating and resolving sales-related problems
• Navigating and entering information between multiple different programs & screens

Knowledge of:

• Company insurance products, features, and services
• Company membership services and products
• Company subsidiary products
• Equity and group billing
• Auto and homeowner’s insurance terminology and explanation of coverages

Work Environment

This is a remote call center position. Call Center employees work remotely full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50 miles from an office) until connectivity or service levels are restored. Willingness and ability to work extended/irregular hours to include weekends/holidays. 

#LI-Remote

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.  

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.  This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity/affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.