Remote - Claim Customer Service Representative

Company: AAA Auto Club
Location: Dearborn
Posted on: March 19, 2023

Job Description:

This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

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 (include minimum education and any licensing/certifications):

* 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 hybrid work arrangement (time spent in office and remote). Depending on the employee's role and leadership's assessment, some employees will come in to an ACG facility on a weekly basis, a monthly basis, or on an "as needed" basis for key meetings and collaborative activities. Most employees will be required to come into the office, at a minimum, for important departmental meetings or teambuilding events.

What it's like to work for us:

We serve our members by making their satisfaction our highest priority. We do what's right by sustaining an open, honest and ethical work environment. We lead in everything we do by offering best-in-class products, benefits and services. And we value our employees by seeking the best talent, rewarding high performance and holding ourselves accountable.

All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences and viewpoints, realizing our differences make us stronger.

Who we are:

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 13 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.

The Auto Club Group has established four long-term enterprise goals:

* Long-term, sustainable, profitable growth
* AAA Membership growth and renewal
* Operational excellence
* Become the "flagship club" of the AAA Federation

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 principle 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 fulfil these requirements.

The Auto Club Group, and all of 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.

Keywords: AAA Auto Club, Dearborn , Remote - Claim Customer Service Representative, Other , Dearborn, Michigan