Operations Manager - Claims Service Center

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals — and make a difference. Get started by choosing the career that’s right for you.

Dearborn, MI

The Auto Club Group

AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong, while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. Today’s AAA is a national federation comprised of more than 50 individual clubs throughout the United States and Canada. Whether you’re traveling around the world or to the corner grocery store, planning a honeymoon or weekend road trip, learning to drive or in need of a battery boost, the best way to begin your journey is with AAA. http://michigan.aaa.com/

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Full-time

Competitive Compensation and Benefits Package

Overview: <p>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.<br /> </p> <p><strong><u>Work Environment:</u></strong></p> <p>Work in a temperature-controlled office environment.</p> <strong><br /> <u>Compensation</u></strong><br /> The Auto Club Group offers a competitive compensation and benefits packages including a base salary with performance-based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership and much more!
Responsibilities: <p><strong>Post for All Areas EXCEPT Claim Service Center:</strong></p> <p>In a call center environment, plan, organize, direct and deliver operation results in relation to established goals (e.g., call quality, 80/20 service level and communication).</p> <p>Initiate and implement effective communication of corporate philosophy and departmental objectives. Accountable for resource management in the call center.&nbsp;</p> <p>Develop all expense, capital and staffing budget projections for designated operation and ensure adherence to established guidelines. Oversee the selection, hiring, training, development, coaching and counseling of operational staff.&nbsp;</p> <p>Ensure adherence to CIC management model regarding planning, scheduling, coaching and interacting with CIC staff. Ensure adherence to CIC Customer Care philosophy through appropriate measures including focusing on call quality through CIC staff&rsquo;s interactions with customers via the call model.&nbsp;</p> <p>Develop sales and service objectives. Monitor attainment of sales and/or service goals. Serve as a liaison between designated operation and other key areas related to sales and service delivery in the Customer Interaction Centers.&nbsp;</p> <p>Participate in establishing strategic and operational goals and objectives and analyze the operating results to ensure that standards are met and maintained. Formulate, recommend and implement process improvements and revisions to policies and procedures to enhance business operations.&nbsp;</p> <p>Represent designated CIC with other business units on various issues and key teams as required.</p> <p><strong>Post for Claim Service Center ONLY</strong></p> <p>In a Claim Service Center (&ldquo;CSC&rdquo;) environment, plan, organize, manage and deliver operation results in relation to established goals. Initiate and implement effective communication of corporate philosophy and departmental objectives. Accountable for resource management and forecasting.&nbsp;</p> <p>Participate in establishing strategic and operational goals and objectives. Analyze operational results to ensure that standards are met and maintained. Formulate, recommend and implement process improvements and revisions to policies and procedures to enhance business operations.</p> <p>Ensure successful resolution of customer inquiries. Interact with individuals from internal Claims departments, insurance agency staff, automotive services and external vendors to expedite the claim servicing process. Work with Network Services and Call Center Operations to develop call center protocols and methods to obtain customer feedback (including customer interaction and quality review templates, customer surveys and interactive voice response scripts and prompts). Assist with user acceptance testing for all production implementations.</p> <p>Provide oversight and direction to CSC employees in accordance with ACG&rsquo;s policies and procedures. Manage staff responsible for: the interpretation of policy language in order to review coverage; determining application of auto physical damage deductibles; scheduling inspections for car repairs; making car rental reservations; providing prompt and accurate information to customers regarding the next steps in the claim process.</p> <p>Work with Claim Developmental Specialist to review, approve and update all instructional design and delivery of training and ongoing job development courses for staff. Lead the goal-setting process for supervisors and staff. Coach supervisors in the development of roadmaps for each employee&rsquo;s development that includes constructive, positive dialogue and feedback.</p> <p>Develop, monitor and maintain all expense, capital and staffing budget projections for designated operations and ensure adherence to established guidelines.</p> <p>Represent CSC with other business units on various issues and key teams as required. Maintain call center operations management knowledge by tracking emerging trends; benchmarking state-of-the-art practices; attending educational workshops; establishing personal networks; participating in professional societies.</p> <p><strong>Supervisory Responsibilities (briefly describe, if applicable, or indicate None):</strong></p> <p><strong><u>Post for All Areas EXCEPT Claim Service Center:</u></strong></p> <p>Directly and indirectly manage call center staff which may consist of supervisors, product specialists, staff supporting the sales and service of ACG products and administrative support staff.</p> <p><strong><u>Post for Claim Service Center ONLY:</u></strong></p> <p>Directly and indirectly manage call center staff which may consist of supervisors, product specialists, and staff supporting the servicing of ACG Claims. Oversee and participate in the selection, hiring, training, development, coaching and counseling of operational staff.</p>
Requirements: <p><strong><u>Preferred Qualifications:</u></strong></p> <p><strong>Education:</strong></p> <p><strong>Post for All Areas EXCEPT Claim Service Center (&ldquo;CSC&rdquo;):</strong></p> <ul> <li>Bachelor Degree in Business Administration, Marketing, Communications, or a related field.</li> <li>Knowledge of Auto Club Group products and services.</li> </ul> <p><strong>Post for Claim Service Center ONLY:</strong></p> <ul> <li>Candidates must be eligible to acquire and maintain a State adjuster&rsquo;s license for appropriate state(s).</li> </ul> <p><strong><u>Experience:</u></strong></p> <p><strong>Post for Claim Service Center ONLY:</strong></p> <ul> <li>Experience in the investigation, evaluation and settlement of claims related to: <ul> <li>auto no-fault claims including automobile market evaluations.</li> <li>Auto PIP/bodily injury/medical pay.</li> <li>Homeowner medical and bodily injury.</li> <li>Boat owner medical and bodily injury.</li> <li>homeowner property claims.</li> <li>first and third-party property damage.</li> <li>auto physical damage.</li> </ul> </li> </ul> <p><strong><u>Knowledge and Skills</u></strong></p> <p><strong>Post for Claim Service Center ONLY:</strong></p> <ul> <li>No-Fault Law.</li> <li>Negligence Law.</li> <li>Essential Insurance Act.</li> <li>Fair Trade Practices Act as it relates to claims.</li> <li>Michigan Title laws.</li> </ul> <p><strong><u>Qualifications</u></strong></p> <p><strong><u>Required Qualifications (these are the minimum requirements to qualify):</u></strong></p> <p><strong><u>Education (include minimum education and any licensing/certifications):</u></strong></p> <p><strong>Post for All Areas EXCEPT Claim Service Center (&ldquo;CSC&rdquo;):</strong></p> <ul> <li>College level coursework in Business Administration, Marketing, Communications or a related field.&nbsp;</li> <li>Attain and maintain state insurance sales licenses for The Auto Club Group as appropriate.</li> </ul> <p><strong>Post for Claim Service Center ONLY:</strong></p> <ul> <li>College level coursework in Business Administration or a related field</li> </ul> <p><strong><u>Experience:</u></strong></p> <p><strong>Post for ALL Areas:</strong></p> <ul> <li>Previous front-line supervisory/management experience in a call center or customer service operations environment.</li> </ul> <p><strong><u>Knowledge and Skills:</u></strong></p> <p><strong>Post for ALL Areas:</strong></p> <ul> <li>Call center operating systems and metrics.</li> <li>Understanding of critical technical information pertaining to specific operations area.</li> <li>Government and other regulations pertaining to area of business.</li> <li>Ability to analyze, diagnose and formulate recommendations from market and/or call center specific data.</li> <li>Work under pressure.</li> <li>Communicate effectively with others in a work environment and with the public.</li> <li>Prepare and conduct presentations for all levels of staff and management.</li> <li>Maintain accurate records.</li> </ul> <p><strong>Additional Items to Post for Claim Service Center ONLY:</strong></p> <ul> <li>Call center forecasting strategies.</li> <li>Claims terminology and processing systems.</li> <li>Claim policies and procedures.</li> <li>Insurance policy language and terminology.</li> <li>Insurance contract construction/interpretation.</li> <li>Multi-state insurance laws.</li> <li>Indications of potentially fraudulent activities.</li> </ul>