Licensed Customer Service Rep - Grand Rapids

Licensed Field Customer Service Representative

Join America's most trusted brand with over 100 years of service. Why choose AAA The Auto Club Group (ACG)? Established brand that has been around for over 100 years. Our members know and trust us! Branch offices house travel, membership, insurance sales and support employees. You will be challenged to drive new business with competitive products and help retain The Auto Club Group's 14+ million members.

A Day In The Life Of A Licensed Field Customer Service Representative

The Auto Club Group is seeking a Licensed Field Customer Service Representative who will provide a high level of support to the Insurance Branch office and members by servicing existing insurance accounts. Perform retention calls, process applications, renewals, amendments, resolve customer problems, as well as selling membership and financial products (credit cards). Provide price quotes on all insurance products and factor in all applicable rules (underwriting, business, etc.) and discounts to complete the sale. Take insurance payments (initial, installment, lapse, or reinstatement). Respond to customers' insurance inquiries and explains product features and Auto Club Group service advantages to potential customers for the purpose of promoting and selling various insurance, membership, and financial products. Refer to agent when appropriate. Recognize and promote cross-sale opportunities within the context of servicing a change to an existing member's policy and provide efficient processing of customer policies, endorsements, and status and coverage changes in accordance with state rules and corporate policies and procedures. Provide customer assistance through the performance of sales processing activities and assists management and agents when applicable. Conduct outbound promotional and retention call activities per management request and provides general promotion of Auto Club Group products and services following established guidelines. Participate in a team environment to promote customer satisfaction and consistent service following the customer service model. Receive and resolve member/customer complaints and seeks assistance from management in complaint resolution as necessary. Participate in office events developed to generate insurance revenue, improve member awareness of products, and support local community activities. Fulfill, maintain and service insurance policies. Respond to inquiries regarding insurance availability, eligibility, coverage. Prepare insurance proposals, policy changes, transfers, and billing clarification. Contact members or insureds regarding the renewal of delinquent memberships, late premium payments and to solicit reinstatements in the event of policy cancellations. Verify new business applications. Refer relevant members/insureds to other lines of business (i.e. Travel and Life). Process insurance and membership payments. Update electronic member information. Maintain filing systems and provide other general Agency support.

How We Reward Our Employees

Starting hourly wage of $23.00 - $25.50 per hour, based on experience. ACG offers excellent and comprehensive benefits packages: Medical, dental and vision benefits. 401k Match. Paid parental leave and adoption assistance. Paid Time Off (PTO), company paid holidays, CEO days, and floating holidays. Paid volunteer day annually. Tuition assistance program, professional certification reimbursement program and other professional development opportunities. AAA Membership. Discounts, perks, and rewards and much more.

We Are Looking For Candidates Who

Required Qualifications: Hold a current Property & Casualty Insurance license. Must qualify, obtain, and maintain all applicable state licenses and appointments required for selling and/or servicing Auto Club Group Membership products. Successful completion of Customer Service, Insurance and Membership training within 6 months of hire. Education: High School Diploma or equivalent.

Work Experience: Provide a high level of customer-focused service. Service insurance policies and processing applications, renewals, and amendments. Respond to billing and coverage questions. Process monetary transactions; Taking payments. Promote the sales of insurance products and services using established guidelines. Present complex information in a clear and concise manner.

Knowledge And Skills: Analyze member/potential customer insurance needs and determine appropriate levels of coverage. Prepare appropriate rate quotations. Organize, plan and promote the sale of ACG insurance and membership products and services. Perform outbound service calls. Maintain accurate records. Insurance terminology. General insurance regulations. Underwriting procedures. Sales regulatory and compliance guidelines. Insurance Systems and/or membership systems (e.g., PPS, POS, IMS, IPM). Work effectively in a team environment. Work independently, with minimal supervision. Exceed member expectations relating to professionalism of demeanor, efficient and effective customer service (on phone or in person) and maintenance of workstation and office facility. Proficient in using Microsoft Office products. Read, comprehend, and communicate clearly and concisely in the work environment and with the public (e.g., explain instructions, rules and procedures). Perform mathematical calculations to accurately perform monetary transactions. Work under pressure in a high volume, fast paced customer service environment. Successfully complete appropriate training relative to all Auto Club Group (ACG) products and services.

Excellent Opportunities To Build A Career Path

The Licensed Customer Service Representative can be the start of a long-term career with The Auto Club Group. Your position could lead to a rewarding career and opportunities to grow and pursue other ACG roles such as: Other Branch positions – Field Insurance Sales Agent, Travel Agent or Other Departments such as: Call Centers (ERS, Sales and Service, etc.) Automotive Services Claims Underwriting and more.

Work Environment

This is an in-office/on-site position. Employees will service ACG members in-person and are based on site in an ACG branch facility.

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.