Overview

The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

Responsibilities

• Receive and process telephone calls and service requests from policyholders requesting claims information.
• Provide basic information to policyholders regarding claims benefits in accordance with the Customer Interaction Model.
• Navigate through various sources of information (PC, Point of Sale and IPM insurance systems, manuals, call center models, Intranet/Internet, etc.) to respond to policyholder questions in a timely manner.
• Promote understanding of claims process and procedures.
• Assist members by taking a basic claim report of loss as appropriate and refer to appropriate individual for follow-up.
• Provide immediate resolution to policyholder issues or refer to appropriate individual for additional assistance.
• Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met.

Requirements

Preferred Qualifications:

Education:

• College level coursework in Business, Marketing, or other related field, applicable professional/technical certification courses or related work experience
• Completion of formal claims training

Experience:

• Working within a customer service environment
• Working within a call center environment

Knowledge and Skills:

• Claim processing including understanding policy/coverage terminology
• Insurance processing
• CPS/IPM/PISCES/FACTS systems

Work Environment

Work in a temperature controlled office environment. Ability to sit for the majority of the work day. Willingness and ability to work irregular shifts, including weekends and/or holidays

Required Qualifications:

 Education:

• High School Diploma or equivalent
• Completion of ACG approved training programs

Experience:

• Navigating through a P.C./automated processing system
• Reading and comprehending various Customer Care service tools (procedure and/or process manuals, work models, etc.)
• Performing basic mathematical calculations

Knowledge and Skills:

• Telephone etiquette
• Strong interpersonal skills
• Effective listening skills
• Strong oral communication skills demonstrated through use of the customer interaction model
• Strong written communication skills (example may be required at time of interview) needed to respond to members/customers’ inquiries in a professional manner

Ability to:

• Complete First Notice of Loss and Customer Care training and certification courses
• Learn and operate all claims systems and systems required to complete work assignment
• Service members according to the Customer Interaction service standards
• Communicate effectively with others in a work environment and with the public
• Work in a team environment to promote member/customer satisfaction
• Identify and resolve customer service issues/requests or transfer to appropriate Representative
• Respond to member/customer service, information or product requests
• Maintain accurate records
• Accurately enter information and data into computerized system
• Perform basic mathematical calculations