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Claim Customer Service Rep-Remote

It’s a great time to join AAA The Auto Club Group!

JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD

Job Type:

Full time

Exempt/Non Exempt:

Hourly

Job Description:

Claim Customer Service Representative – The Auto Club Group

What you will do:

AAA The Auto Club Group is seeking a Claim Customer Service Representative who will be responsible for taking first notice of loss, handling claim inquiries, initiating claim services, and handling low-complexity, one-touch claims in a call center environment.

In this position, the Claim Customer Service Representative:

Identifies non-complex claims for one-touch claim adjudication upon intake
Determines the type and extent of loss and ensures the claim is consistent with all reported facts
Interprets policy language and applies coverage to authorize or deny claims
Initiates services, authorizes, and resolves issues related to services such as car rental and vehicle repairs and non-complex homeowner claims (e.g. food spoilage)
Initiates and creates payments, settles or recommends settlement value of claims within specified limits
Identifies additional claim exposures and creates sub-claims as necessary
Refers files for investigation as warranted. Informs insured of coverage decision on claims within defined scope
Responds to claimant inquiries and explains payments
Reviews the status of open and closed reserves and adjusts consistent with exposures Identify claims for salvage and subrogation potential in accordance to company policy
Ensures compliance with state regulations
Completes first notice of loss (FNOL) for all policy products and handles inbound claim inquiries received via phone, the ACG website and other sources
Explains the benefits of company programs to customers, and initiate services, such as arranging for repair inspections, vehicle tows and car rental
Provides basic information to members regarding claims procedures in accordance with Customer Interaction Model
Promotes customer satisfaction and provides seamless service to ensure customer service goals and standards are met
Navigates through various sources of information and claim processing systems (E.g., FACTS, CPS, Guidewire, WINS, SPI, Point of Sale, Intranet/Internet, manuals and call center models). Responds to members/customers questions in a timely manner

How you will benefit:

Claim Customer Service Representative will earn a competitive salary of $17.76 per hour to $21.73 per hour with annual bonus potential based on performance.

Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
- 401k Match
- Medical
- Dental
- Vision
- PTO
- Paid Holidays
- Tuition Reimbursement

We’re looking for candidates who:

Education:

High School Diploma or equivalent
Completion of AAA approved call center training program, appropriate level ACG Claim Representative Training program and ongoing training and certification for the position
Must be eligible to acquire and maintain a State adjuster’s license for appropriate state(s).

Experience:

Processing FNOL information and handling claim inquiries utilizing PCs and software packages (e.g. ACG claim systems, Microsoft Word, Excel)
Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
Analyzing and resolving problems

Knowledge of:

Claim processing policy and procedures
General claim processing functions
Claim processing systems
Telephone etiquette

Ability to provide a high level of customer service in a professional call center environment using the following skills:

Strong interpersonal skills demonstrated through work experience, participation in extra-curricular activities and/or community involvement
Strong communication skills required in understanding customers’ concerns and to provide high quality customer service as demonstrated through the effective use of the customer care call center model
Effective listening skills

Ability to learn and apply claim handling skills, including:

Policy analysis and coverage application
Claim payment coding, issuance, and exception handling
Proactive customer contact and issue resolution
Car rental coverage knowledge
Claims’ related policies and procedures
Auto and home repair estimate basics and compliance review
State compliance requirements
Understand insurance fraud scenarios and recognize potential fraud indicators
Issue written correspondence
Prioritize claims-related functions
Successfully complete at least one of the following within 9 months of hire:
- AAA general claim policy training;
- Policy, negligence and no-fault training
Work independently
Able to adapt to change
Work under pressure
Record and maintain information accurately and in a timely fashion
Work effectively in a team environment
Sit for the majority of the work day
Willingness and ability to work irregular shifts, including weekends and holidays.

Preferred Qualifications

Education:

Associate’s degree in Business Administration or a related field, or the equivalent in related work experience
Completion of (IIA) Insurance Institute of America or other insurance coursework

Experience to include:

A claim related field such as insurance, automotive, medical or legal services
A call center environment
Utilizing ACG automated systems
Investigating and resolving claims related problems
Handling claims or claim support tasks such as processing glass claims, car rentals, invoice payments, etc.

Knowledge of:

ACG insurance processes and procedures
Auto and home repair basics and cost estimating
State insurance laws
Regulatory compliance requirements
Property and casualty insurance policy language and provisions
Claims quality service standards
Liability, negligence, No-Fault principles and subrogation

Work Environment

This is a remote call center position. Call Center employees work remote full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50 miles from an office) until connectivity or service levels are restored. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit

www.aaa.com

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

By AAA The Auto Club Group

Our Vision:We help AAA members enjoy life's journey with peace of mind by providing innovative solutions, advocacy, and membership benefits wherever and whenever they need them.

14 jobs

FUNDING

Private

INDUSTRY

Insurance Agencies & Brokerages

TEAM SIZE

10000+

LOCATION

Hybrid, based in Dearborn, MI

DATE POSTED

July 21, 2023