Claim Representative I

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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Competitive Compensation and Benefits Package

Overview: <div>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.</div>
Responsibilities: <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong>Post for All Units:</strong></span></p> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Handle basic, entry-level claims under close supervision and with a lower-level of claim-handling authority. Claim handling responsibilities may cover most of the lifecycle of the claim, or focus on an expanded role with specific phases such as subrogation. </span></p> <div>&nbsp;</div> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Claim handling responsibilities will include the following: reviewing assigned claims, contacting the insured and other affected parties, setting expectations for the remainder of the claim, and initiating documentation in the claim handling system. Complete a general coverage analysis including a review of policy coverages and provisions, and the applicability to the reported loss. Ensure all possible policyholder benefits are identified, create additional sub-claims if needed or refer complex claims to management or the appropriate claim handler. Complete an investigation of the facts regarding the claim to further and in more detail determine if the claim should be paid, the applicable limits or exclusions and possible recovery potential. Conduct thorough reviews of damages and determine the applicability of state law and other factors related to the claim. Evaluate the financial value of the loss. Approve payments for the appropriate parties accordingly. Make referrals to other company units when necessary (e.g., Underwriting, Recovery Units or Claims Special Investigation Unit). Thoroughly document and/or code the claim file and complete all claim closure and related activities in the assigned claims management system. </span></p> <div>&nbsp;</div> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong>Additional Items to Post for Auto Physical Damage (&ldquo;APD&rdquo;) Units Only:</strong></span></p> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Employees assigned to Auto Physical Damage (&ldquo;APD&rdquo;) claims unit will handle simple claims that do not involve injuries or third party liability and utilize the company&rsquo;s Direct Repair Shop (DRS) and QCS/Desk Review or Accelerate programs. Utilizing these programs require a basic level of claims handling expertise and authority. Additional responsibilities may include the following: determining liability issues, injuries or other factors require reassignment of the claim; contacting the insured to verify and gather accident and damage facts to determine the appropriate method of inspecting the vehicle; reviewing vehicle repair estimates to understand the value of damages applicable to the claim; monitoring and approving car rental expenses; obtaining and reviewing police reports and other vehicle or accident related documents as part of the claim investigation; monitoring vehicle repair status and interacting with DRS shops and Claims DRS Examiners when needed to resolve and communicate claim status and issues.</span></p> <div>&nbsp;</div> <div>&nbsp;</div> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong>Additional Items to Post for Homeowners and Homeowners CAT Units Only:</strong></span></p> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Employees assigned to Homeowner claims unit will handle simple claims generally valued less than $5,000, not requiring coverage analysis or disputes and utilizing ACG direct repair contractor programs. Utilizing these programs require a basic level of claims handling expertise and authority. Additional responsibilities may include the following: providing emergency funds and arranging for alternate living expenses if necessary; working with the insured to coordinate selection and assignment of an approved contractor; monitoring contractor repair status and communicating and resolving issues with the insured. </span></p> <div>&nbsp;</div> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong>Additional Items to Post for Recovery Units Only:</strong></span></p> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Employees assigned to the Recovery unit will complete recovery tasks on simple claims, such as auto collision, home or PIP/med pay assignments associated with the collection process. The tasks may not cover the entire lifecycle of a claim but will be an expansion of those aspects related to the financial recovery of funds previously paid on a claim from liable parties or other insurance carriers. Additional responsibilities may include the following: identifying liable parties and determining insurance status; referring files to collection agencies including preparing associated proofs; answering inquiry calls and gathering additional proofs or completing investigations when necessary; obtaining information from claim-related systems; working with collection vendors to approve requests to file suit; completing the receipt and file closure process ensuring that funds are returned and accounted for appropriately; reimbursing deductibles and preparing mini tort proofs when applicable.</span></p> <div>&nbsp;</div> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong>Additional Items to Post for Quick Claim &ndash; Auto and Home:</strong></span></p> <p style="margin-top: 0px; margin-bottom: 0px;">Employees assigned to Quick Claim will handle simple auto claims where the 1<span style="font-size: medium;"><sup>st</sup> party uses the company&rsquo;s Direct Repair Shop (DRS), ACG staff appraisers or independent adjusters and home claims generally valued less than $5,000. Utilizing these programs require a basic level of claims handling expertise and authority. Handle first party auto physical damage claims in all markets and must possess a strong understanding of state to state tort laws to handle claims in multiple jurisdictions across ACG footprint. Additional responsibilities.</span></p>
Requirements: <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;"><span style="font-size: medium;"><u><span style="font-size: medium;">Education:</span></u></span></span></p> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong>Post for All Claim Units:</strong></span></p> <ul> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Complete ACG Claim Representative Training Program or demonstrate equivalent knowledge or experience</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">In states where an Adjuster&rsquo;s license is required, the candidate must be eligible to acquire a State Adjuster&rsquo;s license within 90 days of hire and maintain as specified for appropriate states.</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Must have a valid State Driver's License</span></p> </li> </ul> <div><u>Experience:</u></div> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong>Post for All Claim Units:<br /></strong></span>Six months of experience with:</p> <ul> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">negotiating claim settlements</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">securing and evaluating evidence</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">preparing manual and electronic estimates&nbsp;</span>subrogation claims</p> </li> <li>subrogation claims</li> </ul> <div><u>Knowledge and Skills:</u></div> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong>Post for All Units:</strong></span></p> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Basic knowledge of:</span></p> <ul> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Essential Insurance Act (Michigan)</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Fair Trade Practices Act as it relates to claims</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">subrogation procedures and processes&nbsp;</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;">intercompany arbitration</p> </li> </ul> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong>Additional Items to Post for APD Units Only:</strong></span></p> <p style="margin-top: 0px; margin-bottom: 0px;">Basic knowledge of:</p> <ul> <li> <div>Negligence Law</div> </li> <li> <div>No-Fault Law</div> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">collision repair and techniques</span></p> </li> </ul> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong>Additional Items to Post for Homeowners and Homeowners CAT Units Only:</strong></span></p> <ul> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Basic knowledge of basic construction and repair techniques.</span></p> </li> </ul> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Ability to:</span></p> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;"><strong>Post for All Units:</strong></span></p> <ul> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">follow and apply ACG Claim policies, procedures and guidelines </span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">work within assigned ACG Claim systems including basic PC software </span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">perform basic claim file review and investigations</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">demonstrate effective communication skills (verbal and written) </span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">demonstrate customer service skills by building and maintaining relationships with insureds/claimants while exhibiting understanding of their problems and responding to questions and concerns</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">analyze and solve problems while demonstrating sound decision making skills </span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">prioritize claim related functions</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">process time sensitive data and information from multiple sources</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">manage time, organize and plan work load and responsibilities</span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">research analyze and interpret subrogation laws in various states </span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">travel outside of assigned territory which may involve overnight stay </span></p> </li> <li> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-size: medium;">relocate, work evenings or weekends</span></p> </li> </ul>