Claim Service Center (CSC) Supervisor II

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.

keywords: about acg,work environment,compensation,reporting,process management,management,teamwork,quality assurance,training,preferred qualifications,education,license,experience,knowledge,teamwork,schedule


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>Responsible for the cost-effective supervision of first notice of loss, claim inquiry response, claim services initiation, support, and the handling of low-complexity claims in a call center environment.</p> <p>Oversees the initial customer claim loss reporting process to ensure adherence to corporate procedures. Assists staff members in resolving problems relative to obtaining initial claim information, initiating services and responding to inquiries. Ensures that all report of loss screens and claim form templates are accurately completed, claim assignments completed properly and services initiated. Oversees the entry/updating of claim information.</p> <p>Oversees the investigation, evaluation, processing and settlement of claims within specified limits. Communicates with claimants regarding questions or concerns as necessary. Monitors activities of vendors who support claim operations as needed. Ensures adherence to individual state, company and departmental requirements and established procedures. Completes claim work product quality reviews and required control activities.</p> <p>Ensures adherence to corporate customer service objectives. Monitors customer service levels to ensure delivery of high-quality service. Maintains call center expertise as needed to ensure resolution of problems and complaints.</p> <p>Identifies training needs and assists in establishing training priorities for department. Monitors, coaches and counsels team members engaged in providing claim service delivery.&nbsp;</p> <p>Ensures adherence to budgetary guidelines. Provides coverage, assistance and support as needed.</p> <p><u>Supervisory Responsibilities (briefly describe, if applicable, or indicate None):</u></p> <p>Claim technical and administrative support staff.</p>
Requirements: <p><strong><u>Preferred Qualifications:</u></strong></p> <ul> <li>Completion of IIA (Insurance Institute of America) or other insurance coursework.</li> <li>Previous management or supervisory experience.</li> <li>Property and casualty claim handling experience.</li> </ul> <p><strong>Knowledge of:</strong></p> <ul> <li>Company Policy and Procedures.</li> <li>Customer Care service tools (manuals, work models, etc.).</li> </ul> <p><strong><u>Qualifications</u></strong></p> <p><strong>Required Qualifications (these are the minimum requirements to qualify):</strong></p> <ul> <li>Associate&rsquo;s degree in Business Administration, Insurance, or a related field or the equivalent in related work experience.&nbsp; Bachelor's degree preferred.</li> <li>Completion of AAA approved call center training program and ongoing training and certification including Claims Customer Service Representative training and low complexity claim handling training.</li> <li>Candidates must be eligible to acquire and maintain a State adjuster&rsquo;s license for appropriate state(s).</li> </ul> <p><strong>Experience:</strong></p> <ul> <li>Processing first notice of loss (FNOL) information and handling claim inquiries in a call center environment.</li> <li>Operating a personal computer.</li> <li>Utilizing software packages (e.g. Word, Excel, Access).</li> <li>Mentoring new employees in customer service techniques.</li> </ul> <p><strong>Knowledge and Skills:</strong></p> <p><strong>Knowledge of:</strong></p> <ul> <li>Policy analysis and coverage application</li> <li>Claim payment coding, issuance, and exception handling</li> <li>Proactive customer contact and issue resolution</li> <li>Car rental coverage and departmental procedures</li> <li>Completing tasks in claim systems</li> <li>Auto and home repair estimate basics</li> <li>State compliance requirements</li> <li>Subrogation identification and referral (e.g. MI liability basics regarding uninsured motorists)</li> <li>Insurance fraud scenarios and potential fraud indicators</li> <li>Written Claims correspondence</li> </ul> <p><strong>Supervisory ability to include:</strong></p> <ul> <li>Staffing</li> <li>Scheduling</li> <li>Budget preparation and expense control</li> <li>Analysis and problem solving</li> <li>Decision making</li> </ul> <p><strong>Leadership</strong></p> <ul> <li>Evaluating employee work performance.</li> <li>Training.</li> <li>Organization and planning.</li> <li>Team building.</li> </ul> <p><strong>Ability to:</strong></p> <ul> <li>Communicate effectively with others in a work environment and with the public (e.g. Police departments, repair facilities, etc.).</li> <li>Function effectively in stressful situations.</li> <li>Interpret/apply company policies.</li> <li>Present complex information in clear and concise manner.</li> <li>Provide guidance and direction to others.</li> <li>Ensure adherence to customer service standards.</li> <li>Work under pressure.</li> <li>Work in a team environment.</li> <li>Effectively manage a catastrophic or emergency situation.</li> <li>Maintain accurate records.</li> <li>Willingness to work irregular hours, weekends, holidays, etc.</li> <li>Willingness to relocate.</li> <li>Possession of a valid State driver's license.</li> <li>May work long and irregular hours to include weekends and holidays.</li> </ul>