Claim Service Center (CSC) Supervisor I

<p><strong>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 &mdash; and make a difference. Get started by choosing the career that&rsquo;s right for you.</strong></p>

Grand Rapids, 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.

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Competitive Compensation and Benefits Package

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.&nbsp;<br /><br />The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership and much more!
Responsibilities: <ul> <li>Responsible for the supervision of support personnel in a claims call center environment.&nbsp;</li> <li>Oversees the initial customer claim loss reporting process to ensure adherence to corporate procedures.&nbsp; &nbsp;</li> <li>Assists staff members in resolving problems relative to obtaining initial claim data.&nbsp;</li> <li>Ensures that all report of loss screens and claim form templates are accurately completed.&nbsp;</li> <li>Oversees the entry/updating of claim file information.&nbsp;</li> <li>Ensures adherence to corporate customer service objectives.&nbsp; &nbsp;</li> <li>Maintains call center expertise as needed to ensure resolution of problems and complaints.&nbsp;</li> <li>Supervisory responsibilities include directly and indirectly supervising a small to medium staff of support personnel&nbsp;</li> </ul>
Requirements: <p><strong><u>Required Qualifications:</u></strong></p> <p>Education:</p> <ul> <li>Associate&rsquo;s degree or the equivalent in related work experience</li> </ul> <div>Experience in:</div> <ul> <li>Operating a personal computer</li> <li>Utilizing software packages (i.e. Word, Excel, Access, Power Point, VISIO, etc.)</li> <li>Customer service</li> <li>Quality service techniques</li> <li>Mentoring new employees in customer service techniques</li> <li>Knowledge and Skills/Knowledge of:</li> <li>Call center functions</li> <li>Claim processing (general)</li> <li>Insurance terminology</li> <li>Insurance policy language</li> <li>Insurance contract construction/interpretation</li> <li>Quality control standards</li> </ul> <div>Supervisory ability to include:</div> <div> <ul> <li>Staffing</li> <li>Scheduling</li> <li>Budget preparation and expense control</li> <li>Analysis and problem solving</li> <li>Decision making</li> <li>Leadership</li> <li>Evaluating employee work performance</li> <li>Training</li> <li>Organization and planning</li> <li>Team building</li> </ul> </div> <div>Ability to:</div> <ul> <li>Administer department policies/procedures</li> <li>Communicate effectively with others in a work environment and with the public</li> <li>Function effectively in stressful situations</li> <li>Interpret/apply company policies</li> <li>Successfully complete call model training</li> </ul>