Insurance Customer Service Representative

• The starting base compensation for this position is $15.78 to $30.26 hourly.  The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location.

• This position is fully remote, but candidates MUST RESIDE in one of the following states: CT, PA, NJ, MD, DE, VA, WV, KY, OH, IN, KS, OK or SD

• Must have active Property and Casualty or Personal Lines license

• Ability to quote and sell through multiple carriers

• Monthly bonus potential

• Computer equipment provided by AAA Club Alliance

AAA Total Rewards Package includes:

• 3+ weeks of Paid Time Off

• 8 Paid Holidays

• 401(k) plan with employer match up to 7%

• Medical, Dental, Vision and Prescription coverage

• FREE AAA membership (inclusive of product & service discounts) 

• FREE Life Insurance

• An in-house virtual training program

The ideal candidate will have: 

• High school diploma or equivalent

• 3+ years of customer service and/or sales experience in an insurance environment

• Active Property and Casualty or Personal Lines license

• Membership license required or ability to obtain license within 90 days of employment.

• Schedule Requirements: Monday - Friday, 10 a.m. to 6 p.m. Central Time with rotating Saturday's with team. Saturday hours would be 8 am to 4 pm Central Time.

The primary duties of the Insurance Service Specialist are to:

• Work with policyholders from the agencies existing book of business through inbound telephone calls, direct mail, and email to review policies prior to renewal.  Review and update policy to enhance retention and better meet the needs of the consumer.

• Develop and maintain specific personal lines insurance knowledge of all states within the ACA footprint including all carriers/product offerings in those states in order to effectively counsel insurance customers to best present options to ensure insurance customers have the appropriate coverage and products to meet their insurance needs and protect their families adequately.

• Counsel the policyholder concerning appropriate coverage, policy limits, payment options and state laws that will best meet their needs for sufficient protection against risks covered by Property and Casualty insurance. Make appropriate recommendations and/or changes to the policy and gain policyholder acceptance to process the changes.

• Counsel the members and non-members regarding membership benefits in correlation with insurance products.

• Execute and facilitate insured’s service requests accurately and timely, while anticipating the sale for account rounding and cross-selling opportunities including AAA membership sales and/or upgrades. Quote and remarket policies when necessary.

• Recognize cross sell opportunities (membership and insurance) and obtain quote information. Maintain training and knowledge of all AAA Club Alliance and insurance products for cross selling opportunities through completion of courses provided by AAA University and continuing education classes.

• Capitalize on opportunities to upgrade insurance coverage; keep abreast of all insurance products offered by the insurance agency, cross sells other products and services offered by the club.

• Maintain systems skills for all insurance carrier and ACA systems across all states in the ACA footprint to meet all duties and tasks.

• Counsel clients as to procedural matters and options available while pursuing a claim; assist with questions and complaints that arise as claims progress; may work with insurance companies to ensure that customers receive optimal customer service.

• Review correspondence/written requests from policyholders, agents, or companies to determine if changes are needed. Process written changes, with or without coverage increases, completing cost estimator as required. Use computer system (Agency, Internet, company specific systems) to retrieve policyholder information, make changes, and provide written acknowledgement. Research, process or respond to insurance company requests for additional information or clarification.

• Receive and respond to calls and emails received by the insurance service center, documenting all activity (changes to policy, coverage options, recommendations and cross-selling) in EPIC.

• Utilize knowledge of insurance industry and club insurance agency policies and procedures to provide efficient and professional customer service. Provide quotes on endorsements as requested.

• Identify opportunities to apply discounts, processes insurance verification forms for insured, and acts as liaison for information exchange between customer and insurance companies.

• Process changes to policies within EPIC as well as submits changes to specific companies. Follow up with company to ensure change requests have been processed in a timely manner.

• Responsible to issue and monitor FR19s or other proof of insurance.

• Review policy information and references company specific claims procedures to assist insured in filing claims.

• Serve as liaison between the customer, sales agent and manager to ensure timeliness of responses and compliance with established company policies and procedures.

• Mail insured documentation to be signed and returned as necessary. Follow up to ensure documentation has been returned in a timely manner from member/customer.

• Assist with departmental problem-solving (i.e. refund request, reinstatements, complaints, etc.)

• Collaborate with others to achieve results; sharing ideas and knowledge; to build morale and cohesion within group.

• Achieve the required quality rating of customer phone interactions as rated by management and or external quality assurance review teams.

• Meet established productivity measures established by management team in support of the Agency performance.

• Maintain training and knowledge of all AAA Club Alliance and insurance products for cross selling opportunities through completion of courses provided by AAA University and continuing education classes.

• Support insurance agency strategic initiatives by administering retention programs such as contacting customers following rate increases, identifying need for particular insurance and sending surveys. Maintain working knowledge of all policies agency offers and supplemental direct market policies.

• Other duties as assigned.

Full time Associates are offered a comprehensive benefits package that includes:

• Medical, Dental, and Vision plan options
• Up to 2 weeks Paid parental leave 
• 401k plan with company match up to 7%
• 2+ weeks of PTO within your first year
• Paid company holidays
• Company provided volunteer opportunities + 1 volunteer day per year
• Free AAA Membership
• Continual learning reimbursement up to $5,250 per year
• And MORE! Check out our Benefits Page for more information

ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers.  We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply.  It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.

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