Customer Service Representative - Claims

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.

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.

keywords: environment,compensation,travel,claims,insurance,support,goals,education,communication,customer care,experience,claims,knowledge,ability,training,call center,analysis,performance

Individual Contributor

Competitive compensation and benefits

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 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!<br /><br />Work in a temperature controlled office environment.&nbsp; Ability to sit for the majority of the work day.&nbsp; Willingness and ability to work irregular shifts, including weekends and/or holidays
Responsibilities: <ul> <li>Receive and process telephone calls and service requests from policyholders requesting claims information.&nbsp;</li> <li>Provide basic information to policyholders regarding claims benefits in accordance with the Customer Interaction Model.&nbsp;</li> <li>Navigate through various sources of information (PC, Point of Sale and IPM insurance systems, manuals, call center models, Intranet/Internet, etc.) to respond to policyholder questions in a timely manner.&nbsp;</li> <li>Promote understanding of claims process and procedures.&nbsp;</li> <li>Assist members by taking a basic claim report of loss as appropriate and refer to appropriate individual for follow-up.&nbsp;</li> <li>Provide immediate resolution to policyholder issues or refer to appropriate individual for additional assistance.&nbsp;</li> <li>Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met.</li> </ul>
Requirements: <div><strong><u>Preferred Qualifications:</u></strong></div> <div>&nbsp;</div> <p><u>Education (include minimum education and any licensing/certifications):</u></p> <ul> <li>College level coursework in Business, Marketing, or other related field, applicable professional/technical certification courses or related work experience</li> <li>Completion of formal claims training</li> </ul> <div>&nbsp;</div> <div><u>Experience:</u></div> <ul> <li>Working within a customer service environment</li> <li>Working within a call center environment</li> </ul> <div>&nbsp;</div> <div><u>Knowledge and Skills:</u></div> <ul> <li>Claim processing including understanding policy/coverage terminology</li> <li>Insurance processing</li> <li>CPS/IPM/PISCES/FACTS systems</li> </ul> <br /> <div><strong><u>Required Qualifications (these are the minimum requirements to qualify):</u></strong></div> <div><strong>&nbsp;</strong></div> <div><u>Education (include minimum education and any licensing/certifications):</u></div> <ul> <li>High School Diploma or equivalent</li> <li>Completion of ACG approved training programs</li> </ul> <div>&nbsp;</div> <div><u>Experience:</u></div> <ul> <li>Navigating through a P.C./automated processing system</li> <li>Reading and comprehending various Customer Care service tools (procedure and/or process manuals, work models, etc.)</li> <li>Performing basic mathematical calculations</li> </ul> <div>&nbsp;</div> <div><u>Knowledge and Skills:</u></div> <ul> <li>Telephone etiquette</li> <li>Strong interpersonal skills</li> <li>Effective listening skills</li> <li>Strong oral communication skills demonstrated through use of the customer&nbsp;<span style="font-size: medium;">interaction model</span></li> <li>Strong written communication skills (example may be required at time of interview) needed to respond to members/customers&rsquo; inquiries in a professional manner</li> </ul> <div>&nbsp;</div> <div><u>Ability to:</u></div> <ul> <li>Complete First Notice of Loss and Customer Care training and certification courses</li> <li>Learn and operate all claims systems and systems required to complete work assignment</li> <li>Service members according to the Customer Interaction service standards</li> <li>Communicate effectively with others in a work environment and with the public</li> <li>Work in a team environment to promote member/customer satisfaction</li> <li>Identify and resolve customer service issues/requests or transfer to appropriate Representative</li> <li>Respond to member/customer service, information or product requests</li> <li>Maintain accurate records</li> <li>Accurately enter information and data into computerized system</li> <li>Perform basic mathematical calculations</li> </ul>