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Insurance & Member Relations Specialist

AAA (The Auto Club Group)

Job Description

Job Description

Insurance & Member Relations Specialist – The Auto Club Group

What you will do: (Primary Duties & Responsibilities): 

Provide a high level of customer-focused sales and service in a high volume, fast paced call center environment.  Deliver advanced technical customer service and provide product information in response to customer calls regarding higher value, complex insurance policies that require additional knowledge of company insurance policies, processes and procedures rules (e.g. high value homeowner, specialty vehicle and umbrella insurance policies).  Serve as an escalation specialist for various complaints concerning repeated issues with insurance related customer service, policy issues or requests to cancel coverage.   Investigate, mediate and resolve issues arising as a result of escalated insurance customer service calls.   Ensure that complaints received are acknowledged and resolved in accordance with company guidelines and the department standards.  Make outbound follow-up calls to customers in response to questions or complaints.  Advise customers regarding problem resolution and communicate corporate procedures/processes to explain action.  Work with other team members to assist in problem resolution.  Work with supervisor to identify and analyze complaint trends arising within a particular function or process and offer recommendations for rectifying or eliminating the root cause.  Provide support to sales and service personnel regarding business rules and processing issues.   Write, rewrite and/or reinstate complex insurance policies that require additional actions and processes according to underwriting and business.  Provide efficient processing of complex customer policies, endorsements, and status and coverage changes.  In accordance with established procedures, review more complex policies that are in a cancelled status and determine whether reinstatement is an option.  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.  Recognize cross-selling opportunities to promote additional company products within the context of servicing a change to an existing customer’s policy.  Complete membership and/or insurance applications, endorsements and change forms (e.g. address change, etc.) as necessary.  Accept payments at point of sale.   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.    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.   Experience in /with:
  • Handling escalated customer service calls
  • 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
  • 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

How you will benefit:

  • Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
    • 401k Match
    • Medical
    • Dental
    • Vision
    • PTO
    • Paid Holidays
    • Tuition Reimbursement
Qualifications

We’re looking for candidates who: (Required/Preferred Qualifications) Required Qualifications: Education:
  • High School diploma or equivalent
  • Must currently have Residential State Property & Causalty Insurance sales License.
  • Must attain State Property & Casualty insurance sales licenses for additional applicable states within 30/60 days
  • May be required to attain and maintain state membership licenses as appropriate by department 
  • Need to live within a 50 Mile radius of Dearborn, Michigan AOB
Preferred Qualifications:
  • Associates Degree or higher
Experience in /with:
  • Providing a high level of customer-focused service
  • Assisting customers under difficult and/or stressful conditions
  • Investigating and resolving complex problems
  • Providing a high level of customer service/relationship development
  • Understanding workflow processes 
  • Working under pressure
  • Navigating through PC applications
Knowledge and Skills: Knowledge of:
  • Company insurance and membership products, services, systems and processes
  • Complaint handling techniques
  • Quality service techniques
  • Process improvement techniques
  • Process documentation
  • Customer care service standards
  • Company website and functionality
Ability to:
  • Complete appropriate training relative to all company products and services
  • Handling customer escalations with regard to issues and policy cancelations
  • Assist customers regarding complex insurance policies that require additional insurance knowledge
  • Attain and maintain any Life and Health insurance sales license for any member state as appropriate
  • Investigate and resolve sales related problems
  • Demonstrate advanced insurance and product knowledge with an advanced 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
  • 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 use of PC applications such as Microsoft Office
  • Promote the sale of all company insurance and membership products
  • Achieve insurance and membership sales goals and other performance expectations as defined by management

What it’s like to work for us:

We serve our members by making their satisfaction our highest priority. We do what’s right by sustaining an open, honest and ethical work environment. We lead in everything we do by offering best-in-class products, benefits and services. And we value our employees by seeking the best talent, rewarding high performance and holding ourselves accountable.

All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences and viewpoints, realizing our differences make us stronger.

Who we are:

The Auto Club Group helps AAA Members enjoy life’s journey with peace of mind by providing innovative solutions, advocacy and membership benefits wherever and whenever they need them. We currently conduct business in 14 states in the upper Midwest and the Southeast.

The Auto Club Group has established four long-term enterprise goals:

  • Long-term, sustainable, profitable growth
  • AAA Membership growth and renewal
  • Operational excellence
  • Become the “flagship club” of the AAA Federation

Important Note:

The above statements describe the principle 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 fulfil these requirements.

The Auto Club Group, and all of 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.

Job Requirements

 
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Job Snapshot

Location US-MI-Dearborn
Employment Type Full-Time Employee
Pay Type Year
Pay Rate N/A
Store Type Insurance

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Terms & Conditions
Snapshot
AAA (The Auto Club Group)
Company:
US-MI-Dearborn
Location:
Full-Time Employee
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Insurance
Store Type:

Job Description

Job Description

Insurance & Member Relations Specialist – The Auto Club Group

What you will do: (Primary Duties & Responsibilities): 

Provide a high level of customer-focused sales and service in a high volume, fast paced call center environment.  Deliver advanced technical customer service and provide product information in response to customer calls regarding higher value, complex insurance policies that require additional knowledge of company insurance policies, processes and procedures rules (e.g. high value homeowner, specialty vehicle and umbrella insurance policies).  Serve as an escalation specialist for various complaints concerning repeated issues with insurance related customer service, policy issues or requests to cancel coverage.   Investigate, mediate and resolve issues arising as a result of escalated insurance customer service calls.   Ensure that complaints received are acknowledged and resolved in accordance with company guidelines and the department standards.  Make outbound follow-up calls to customers in response to questions or complaints.  Advise customers regarding problem resolution and communicate corporate procedures/processes to explain action.  Work with other team members to assist in problem resolution.  Work with supervisor to identify and analyze complaint trends arising within a particular function or process and offer recommendations for rectifying or eliminating the root cause.  Provide support to sales and service personnel regarding business rules and processing issues.   Write, rewrite and/or reinstate complex insurance policies that require additional actions and processes according to underwriting and business.  Provide efficient processing of complex customer policies, endorsements, and status and coverage changes.  In accordance with established procedures, review more complex policies that are in a cancelled status and determine whether reinstatement is an option.  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.  Recognize cross-selling opportunities to promote additional company products within the context of servicing a change to an existing customer’s policy.  Complete membership and/or insurance applications, endorsements and change forms (e.g. address change, etc.) as necessary.  Accept payments at point of sale.   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.    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.   Experience in /with:
  • Handling escalated customer service calls
  • 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
  • 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

How you will benefit:

  • Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
    • 401k Match
    • Medical
    • Dental
    • Vision
    • PTO
    • Paid Holidays
    • Tuition Reimbursement
Qualifications

We’re looking for candidates who: (Required/Preferred Qualifications) Required Qualifications: Education:
  • High School diploma or equivalent
  • Must currently have Residential State Property & Causalty Insurance sales License.
  • Must attain State Property & Casualty insurance sales licenses for additional applicable states within 30/60 days
  • May be required to attain and maintain state membership licenses as appropriate by department 
  • Need to live within a 50 Mile radius of Dearborn, Michigan AOB
Preferred Qualifications:
  • Associates Degree or higher
Experience in /with:
  • Providing a high level of customer-focused service
  • Assisting customers under difficult and/or stressful conditions
  • Investigating and resolving complex problems
  • Providing a high level of customer service/relationship development
  • Understanding workflow processes 
  • Working under pressure
  • Navigating through PC applications
Knowledge and Skills: Knowledge of:
  • Company insurance and membership products, services, systems and processes
  • Complaint handling techniques
  • Quality service techniques
  • Process improvement techniques
  • Process documentation
  • Customer care service standards
  • Company website and functionality
Ability to:
  • Complete appropriate training relative to all company products and services
  • Handling customer escalations with regard to issues and policy cancelations
  • Assist customers regarding complex insurance policies that require additional insurance knowledge
  • Attain and maintain any Life and Health insurance sales license for any member state as appropriate
  • Investigate and resolve sales related problems
  • Demonstrate advanced insurance and product knowledge with an advanced 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
  • 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 use of PC applications such as Microsoft Office
  • Promote the sale of all company insurance and membership products
  • Achieve insurance and membership sales goals and other performance expectations as defined by management

What it’s like to work for us:

We serve our members by making their satisfaction our highest priority. We do what’s right by sustaining an open, honest and ethical work environment. We lead in everything we do by offering best-in-class products, benefits and services. And we value our employees by seeking the best talent, rewarding high performance and holding ourselves accountable.

All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences and viewpoints, realizing our differences make us stronger.

Who we are:

The Auto Club Group helps AAA Members enjoy life’s journey with peace of mind by providing innovative solutions, advocacy and membership benefits wherever and whenever they need them. We currently conduct business in 14 states in the upper Midwest and the Southeast.

The Auto Club Group has established four long-term enterprise goals:

  • Long-term, sustainable, profitable growth
  • AAA Membership growth and renewal
  • Operational excellence
  • Become the “flagship club” of the AAA Federation

Important Note:

The above statements describe the principle 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 fulfil these requirements.

The Auto Club Group, and all of 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.

Job Requirements

 
Insurance & Member Relations Specialist Apply now