Agency Support Center 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.

Tampa, 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. http://michigan.aaa.com/

keywords: about acg,enviornment,compensation,provide,analysis,quality assurance,reporting,solutions,sales,teamwork,education,experience,analysis,knowledge,skills,abilities

Full-Time

Competitive Compensation and Benefits Package

Overview: The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 13.5 million members and customers across 13 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 /> <br /><br />Work in a temperature-controlled office environment.
Responsibilities: Provide a high level of customer service and critical problem management to corporate/field employees and Independent Agents across The Auto Club Group (&ldquo;ACG&rdquo;) footprint. Respond to complex inquiries regarding a variety of ACG business applications, systems and processes. <br /> Work to provide one-call resolution to agents. Research, investigate and analyze complex problems/issues such as requests for coverage reinstatements and policy exceptions. Utilize judgment and available resources in order to offer reasonable solutions and alternatives that stay within company guidelines and manage risk exposure. Provide support to sales and service personnel regarding business rules and processing issues, as needed. When necessary, use a variety of help desk tools, written documentation and phone support to triage/escalate issues and refer rating errors to different business, systems development and processing units. Work seamlessly with other team members (IT, Claims, Underwriting, etc.) to resolve issues and provide accurate information to agents. Contact agents to respond to questions or complaints and follow-up items. Ensure a timely response to prevent delays and callbacks regarding the same issue. Make sure that all interactions positively impact the agent and customer experience and meet or exceed customer quality service goals (e.g. call volumes, quality, documentation etc.). Enter information regarding inquiries into tracking tool for reporting purposes. <br /> *Review property/casualty insurance manuals and policy forms and applies underwriting knowledge to clarify rules and guidelines regarding multiple ACG insurance products. Provide tier one and two support for initial diagnosis of problems/issues and acts as a liaison with the Underwriting department to resolve or triage tier three issues. Identify and communicate potential underwriting and product concerns.<br /> Identify opportunities to improve education and communication with the field and across team. Make recommendations for product and process improvements to further develop department and company performance and reduce inefficiencies. <br /> Complete and maintain licensing and continuing education requirements, in accordance with the guidelines set forth by the Office of Insurance Regulation. Understand and maintain authorization levels, in accordance with outlined state licensing requirements. Maintain ongoing knowledge of and share best practices with management team/co-workers. Keep current on department issues and serves as an Agency Support Team expert.<br /> <br /> Preferred Qualifications:<br /> Education:<br /> Bachelor's degree in Communications, Computer Science, Business Administration or a related field Experience: Experience in:<br /> Organizing, controlling, monitoring and reporting projects including work direction and guidance using appropriate tools and techniques Insurance customer/call center environment Delivering the highest levels of customer service &amp; support to ACG members/insured *Experience in:<br /> Sales and service portal insurance transactions IMS/POS insurance transactions Insurance customer call center environment Delivering the highest levels of customer service and support to ACG field agents, independent agents and corporate employees * Use this basic function section only when posting for an Agency support Center Specialist who will be working with Underwriting issues. Willingness to work irregular hours. <br />May require occasional travel, with exposure to road hazards and temperature extremes. Willingness to work irregular or additional hours to meet workload demands. <br />
Requirements: <br> Education:<br> Bachelor's degree in Communications, Computer Science, Business Administration or a related field Experience: Experience in:<br> Organizing, controlling, monitoring and reporting projects including work direction and guidance using appropriate tools and techniques Insurance customer/call center environment Delivering the highest levels of customer service & support to ACG members/insured *Experience in:<br> Sales and service portal insurance transactions IMS/POS insurance transactions Insurance customer call center environment Delivering the highest levels of customer service and support to ACG field agents, independent agents and corporate employees * Use this basic function section only when posting for an Agency support Center Specialist who will be working with Underwriting issues. Willingness to work irregular hours. <br> Work Environment: Work in a temperature-controlled office environment. May require occasional travel, with exposure to road hazards and temperature extremes. Willingness to work irregular or additional hours to meet workload demands. <br> <br>Qualifications<br><br>Required Qualifications:<br> Education:<br> <br>College coursework in Communications, Computer Science, Business Administration or a related fieldMust attain all appropriate State Property & Casualty insurance licenses within 30 days from the start of licensing coursework <br> <br> Experience: Working within an Insurance customer/call center environment Investigating and resolving complex problems Investigating and resolving sales related problems Providing a high level of customer-focused service Navigating through a computer (Windows and non-windows) and mainframe environments including entering and accessing information from multiple applications, programs and screensWorking with home and/or auto insurance products Preparing rate quotations Managing and navigating multiple sources of information and applying them as needed Knowledge and Skills:<br> Extensive knowledge of: Company membership services and products Company subsidiary products Equity and group billing Auto and homeowner’s insurance terminology and explanation of coverages<br>Computer software applications (e.g. Word, Excel, PowerPoint, etc.)<br>Customer Care service standards<br>Company insurance products, features and services *Extensive knowledge of:Underwriting policies, procedures, and practices for ACG states Property/casualty insurance terminology, contracts, and formsTechniques used to deliver the highest levels of customer service & support Inspection techniques related to property/casualty insurance<br> Ability to: Attain and maintain the appropriate licensing as required for any ACG productsSuccessfully complete appropriate training relative to all ACG systems Demonstrate advanced insurance and product knowledge with a high level of technical skills <br>Work independently, with minimal supervision Work effectively in a team environment Demonstrate effective use of time management <br>Work under pressure and maintain composure in stressful situationsAchieve service goals and other performance expectations, as defined by management <br>Analyze challenging problems and develop effective solutions Apply critical thinking and research skills to solve complex issues and billing and rating equations <br>Read, comprehend and present clear and concise interpretations/presentations of information in the work environment and with the public (e.g., explain instructions, rules and procedures) <br>Demonstrate strong skills in use of PC applications such as Microsoft Office <br>Excellent verbal and business writing skills. (a writing sample may be required at time of interview) <br> <br>