The Auto Club Group
Remote Insurance Customer Service Rep.
The Auto Club Group, Dearborn, Michigan, United States, 48120
It's a great time to join AAA The Auto Club Group!JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARDJob Type:Full time
Exempt/Non Exempt:Hourly
Job Description:Reports to (job title):Supervisor or ManagerI. Position DescriptionPrimary Duties and Responsibilities (details of the basic job functions)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 which 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 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 cancelled 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 occur 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.Supervisory Responsibilities (briefly describe, if applicable, or indicate None)NoneII. Required Qualifications (these are the minimum requirements to qualify)Education (include minimum education and any licensing/certifications):High School diploma or equivalentCurrent Property & Casualty Insurance licensemay be required to attain and maintain state membership licenses as appropriate by departmentExperience in / with:providing a high level of customer-focused servicecompetently entering information on various screens using a PC keyboardnavigating through a PC Windows environment, including accessing information from multiple applicationsmanaging and navigating multiple sources of information and applying them as neededperforming monetary transactions (e.g., entering key data into cash terminal, adjusting account balances, etc.Cross-sellingKnowledge and Skills:Ability to:complete appropriate training relative to all company products and servicesdemonstrate advanced insurance and product knowledge with a high level of technical skillsdemonstrate excellent customer service skills in a fast paced, customer focused call center environmentwork within a team environment with minimal supervisionpresent complex information in a clear, concise mannermaintain accurate recordsread, 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 managementdemonstrate strong skills in use of PC applications such as Microsoft Officeattain and maintain any Property, Casualty, Life and Health insurance sales license for any member state as appropriatepromote the sale of all company insurance and membership productsachieve insurance and membership sales goals and other performance expectations as defined by managementIII. Preferred QualificationsEducation:college level coursework, certification or equivalent (i.e., continuous learning).Experience in /with:working in a customer service call center environmentworking with home and/or auto insurance productsoperating windows and non-windows based systemspreparing rate quotationsinvestigating and resolving sales related problemsnavigating and entering information between multiple different programs & screensKnowledge of :company insurance products, features and servicescompany membership services and productscompany subsidiary productsequity and group billingauto and homeowner's insurance terminology and explanation of coveragesIV. Work EnvironmentWork in a temperature-controlled office environment. Willingness and ability to work extended/irregular hours to include weekends/holidays.Who We AreBecome 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 visitImportant 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.
Exempt/Non Exempt:Hourly
Job Description:Reports to (job title):Supervisor or ManagerI. Position DescriptionPrimary Duties and Responsibilities (details of the basic job functions)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 which 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 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 cancelled 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 occur 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.Supervisory Responsibilities (briefly describe, if applicable, or indicate None)NoneII. Required Qualifications (these are the minimum requirements to qualify)Education (include minimum education and any licensing/certifications):High School diploma or equivalentCurrent Property & Casualty Insurance licensemay be required to attain and maintain state membership licenses as appropriate by departmentExperience in / with:providing a high level of customer-focused servicecompetently entering information on various screens using a PC keyboardnavigating through a PC Windows environment, including accessing information from multiple applicationsmanaging and navigating multiple sources of information and applying them as neededperforming monetary transactions (e.g., entering key data into cash terminal, adjusting account balances, etc.Cross-sellingKnowledge and Skills:Ability to:complete appropriate training relative to all company products and servicesdemonstrate advanced insurance and product knowledge with a high level of technical skillsdemonstrate excellent customer service skills in a fast paced, customer focused call center environmentwork within a team environment with minimal supervisionpresent complex information in a clear, concise mannermaintain accurate recordsread, 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 managementdemonstrate strong skills in use of PC applications such as Microsoft Officeattain and maintain any Property, Casualty, Life and Health insurance sales license for any member state as appropriatepromote the sale of all company insurance and membership productsachieve insurance and membership sales goals and other performance expectations as defined by managementIII. Preferred QualificationsEducation:college level coursework, certification or equivalent (i.e., continuous learning).Experience in /with:working in a customer service call center environmentworking with home and/or auto insurance productsoperating windows and non-windows based systemspreparing rate quotationsinvestigating and resolving sales related problemsnavigating and entering information between multiple different programs & screensKnowledge of :company insurance products, features and servicescompany membership services and productscompany subsidiary productsequity and group billingauto and homeowner's insurance terminology and explanation of coveragesIV. Work EnvironmentWork in a temperature-controlled office environment. Willingness and ability to work extended/irregular hours to include weekends/holidays.Who We AreBecome 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 visitImportant 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.