Remote - Claim Customer Service Representative
Company: AAA Auto Club
Location: Dearborn
Posted on: March 19, 2023
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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
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