Insurance Retention Specialist

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.

St Petersburg, FL

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: <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. Willingness and ability to work extended/irregular hours to include weekends/holidays.</p> <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!</p>
Responsibilities: <p>Provide a high level of customer-focused sales and service in a high volume, fast paced call center environment, using PC, Internet and ACD phone technology. Receive inbound calls transferred from the Customer Service Centers when customer requests to cancel because rates are too high and/or poor service.&nbsp;Contact policyholders regarding non-renewals, Intents to cancel and Offers to Reinstate.&nbsp;Make sound recommendations to meet the customers&rsquo; needs (e.g. upsell; uprate; down rate) by completing a full policy analysis; (Household Policy Review)&nbsp;and provide coverage counseling and discuss benefits and features of the existing policy; re-establish the value of ACG Products. Comply with applicable company underwriting guidelines; offer customers an opportunity to make sure they are taking advantage of all the discounts that are available to them. Ask customers to continue Insurance with ACG.</p> <p>Write New Business, rewrite and reinstate insurance policies according to underwriting and business rules. Complete insurance applications, endorsements and change forms (e.g. address change, etc.) as necessary. Accept payments at point of sale. Make outbound follow-up calls to customers in response to questions or complaints. Correspond with and respond to inquiries from underwriting, insureds, mortgage companies, processing and other sources regarding ratings, premiums, billing problems and cancellations and to obtain and verify payments and other types of information.</p> <p>Provide efficient processing of customer policies, endorsements, and status and coverage changes.</p> <p>Respond to telephone calls from customers that are either cancelling their policy today, or a day in the future. Ability to comprehend and understand customer billing status, balance due, etc. In accordance with established procedures, review policies that are in a cancelled status and determine whether reinstatement is an option. Determine monies due and process reinstatement as appropriate. Enter transactions and balance cash entries in order to input changes into systems. Research and adjust account balances when misapplication/overpayment of monies occur and mail refund checks as appropriate. Explain impacts and changes in billing detailing future bills.</p>
Requirements: <p><strong><u>Preferred Qualifications:</u></strong></p> <ul> <li>College level coursework, certification or equivalent (i.e., continuous learning).</li> </ul> <p><strong><u>Experience in /with:</u></strong></p> <ul> <li>Working in a customer service call center environment.</li> <li>Working with home and/or auto insurance products.</li> <li>Operating windows and non-windows-based systems.</li> <li>Preparing rate quotations.</li> <li>Investigating and resolving sales related problems.</li> <li>Navigating and entering information between multiple different programs &amp; screens.</li> </ul> <p><strong>Knowledge of:</strong></p> <ul> <li>ACG&nbsp;insurance products, features and services.</li> <li>ACG&nbsp;membership services and products.</li> <li>ACG subsidiary products.</li> <li>ACG&nbsp;equity and group billing.</li> <li>ACG Auto and Homeowner&rsquo;s insurance terminology and explanation of coverages.</li> </ul> <p><strong><u>Qualifications</u></strong></p> <p><strong>Required Qualifications:</strong></p> <p><strong>Education:</strong></p> <ul> <li>High School diploma or equivalent.</li> <li>Currently hold or successfully attain appropriate State Property &amp; Casualty Sales licenses within timeframe designated by ACG may be required to attain and maintain state membership licenses as appropriate by department.</li> </ul> <p><strong>Experience:</strong></p> <ul> <li>Providing a high level of customer-focused service.</li> <li>Competently entering information on various screens using a PC keyboard.</li> <li>Navigating through a PC Windows environment, including accessing information from multiple applications.</li> <li>Managing and navigating multiple sources of information and applying them as needed.</li> <li>Performing billing analysis and adjustments to account balances, etc.</li> </ul> <p><strong>Knowledge and Skills:</strong></p> <ul> <li>Complete appropriate training relative to all company products and services.</li> <li>Demonstrate advanced insurance and product knowledge with a high level of technical skills.</li> <li>Demonstrate excellent customer service skills in a fast paced, customer focused call center environment.</li> <li>Work within a team environment with minimal supervision.</li> <li>Present complex information in a clear, concise manner.</li> <li>Maintain accurate records.</li> <li>Read, comprehend and communicate clearly and concisely in the work environment and with the public (e.g., explain instructions, rules and procedures).</li> <li>Demonstrate effective use of time management.</li> <li>Demonstrate strong skills in use of PC applications such as Microsoft Office.</li> <li>Promote the sale of all company insurance and membership products.</li> <li>Achieve insurance and membership save goals and other performance expectations as defined by management.</li> </ul>