Insurance Customer Service Agent

Insurance Customer Service Agent

This role is responsible for providing customer, carrier, and agent support for personal line accounts as part of our Insurance Customers Service team. You'll be assisting insured customers via phone and email.

At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. For nearly 120 years, we've served our members, not shareholders, so our growth supports innovation for the Club today and for the future. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply.

You'll play an important role in bringing AAA Washington's spirit of service and peace of mind to our membership. Consistently ranked as one of the Best Places to Work by Puget Sound Business Journal, we aim for work-life balance across the organization. We support hybrid and remote work options for many positions based in our corporate office (Bellevue, Washington) along with some of the best benefits in the region!

Essential Duties/Responsibilities:

• Assist insurance customers with questions on their policies, coverage provided, policy billing and obtaining policy documents.
• Responsible for processing 1st party agent changes to existing policies in a timely and accurate manner.
• Responsible for managing the completion of 3rd party policy changes to existing policies in a timely and accurate manner.
• Responsible for working with approved 3rd party policy additional interests in providing coverage information and policy documents.
• Serve as a customer advocate for insurance clients while adhering to insurance regulations and underwriting standards.
• Identify insurance cross sell and new business opportunities and refer those opportunities to the appropriate sales and/or retention channel.
• Partner with Customer Service Unit Team Leadership on case studies.
• Collaborate with team members to resolve customer issues.
• Collaborate with Insurance Carrier Partner Customer Service and Underwriting Teams to resolve customer inquiries and issues.
• Responsible for contributing to the Key Performance Indicators, Service Level Agreements, and Annual Operating Plan of the Insurance Customer Service Unit.
• Responsible for meeting the individual Key Performance Indicators of a Customer Service Agent.
• Acts as an AAA Membership Ambassador by advocating and supporting the growth and retention of AAA Washington members.
• Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
• Incorporates AAA's vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA's vision mission and values.

Supervisory Responsibilities:

• None

Minimum Qualifications:

• High school diploma or GED
• 1+ years' experience in customer service field

Preferred Qualifications:

• Associate degree (AA) is preferred in business, sales, or related field.
• 1+ years' experience working with insurance technology preferred

Certificates, Licenses, Registrations:

• Active Washington State Property & Casualty Insurance license, or obtained within 60 days.
• Industry designations or certifications preferred.

Knowledge, Skills, Abilities:

• Comprehensive knowledge of personal lines insurance including fundamental insurance principles, underwriting and risk selection, and policy provisions and coverage for all agency carriers.
• Knowledge of MS Office and navigating the internet.
• Competent in agency and carrier applications and systems.
• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
• Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.
• Skilled in working independently, prioritizing, and following through on assignments with minimal direction.
• Has a strong sense of urgency and willing to take extra measures when solving problems and getting work done.
• Ability to make timely and sound decisions and solve problems by assessing relevant information.
• Ability to notice discrepancies and inconsistencies in available information.
• Models a high standard of quality and commitment to serving the public, including building strong relationships with members inside and outside the organization.
• Capable of mentoring, motivating and guiding others toward both individual and organization goals.

Salary:

• Hiring Range: $21.04-24.18 per hour.
• Full Pay Band for the Role: $21.04-$27.36 per hour.
• Actual pay will be based on factors such as experience, skills, and internal equity.

Benefits We Offer:

• Health insurance (medical, vision, dental and prescription drug)
• Up to 22 days of Paid Time Off (PTO) in the first year
• Eleven paid holidays in addition to PTO
• 401(k) with Employer Match
• Life, Short-Term Disability and Long-Term Disability insurance
• Flexible Spending Accounts
• 4 Hours of Volunteer Time Off per year
• On-Demand Pay / Earned Wage Access
• Free Premier RV AAA Washington Membership
• Travel, Insurance, and Membership Discounts and Perks
• Paid, on-going training throughout your career
• THRIVE wellness program
• Tax-advantaged commuter benefit
• Free parking
• Financial Literacy Education

Work Environment & Physical Demands:

• Hybrid work from home and office required.
• The physical environment is typical of a standard office space. It requires the employee to work inside for the duration of work. Must be able to remain in a stationary position, sitting for more than 50% of the time. This position will require occasionally moving about inside the office to access equipment, cabinets, etc. May work around office equipment which could be noisy, such as copiers and fax machines.

Other:

• Equipment used: Computer, phone, various virtual technologies and programs, other office equipment.
• Travel: Rarely travel.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

Disclaimer: Position/Job characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.