Remote - Insurance Retention Specialist Job at AAA The Auto Club Group
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:
Position Description
Primary Duties and Responsibilities:
Provide a high level of customer-focused sales and service in a high volume, fast-paced call center environment, using PC, Internet, and ACD phone technology. Receive inbound calls transferred from the Customer Service Centers when a customer requests to cancel because rates are too high and/or poor service. Contact policyholders regarding non-renewals, Intents to cancel, and Offers to Reinstate. Make sound recommendations to meet the customers’ needs (e.g. upsell; up rate; down rate) by completing a full policy analysis; (Household Policy Review) and providing coverage counseling and discussing benefits and features of the existing policy; re-establish the value of ACG Products. Comply with applicable company underwriting guidelines; offer customers an opportunity to make sure they are taking advantage of all the discounts that are available to them. Ask customers to continue Insurance with ACG.
Write New Business, rewrite and reinstate insurance policies according to underwriting and business rules. Complete insurance applications, endorsements, and change forms (e.g. address change, etc.) as necessary. Accept payments at point of sale. Make outbound follow-up calls to customers in response to questions or complaints. Correspond with and respond to inquiries from underwriting, insureds, mortgage companies, processing, and other sources regarding ratings, premiums, billing problems, and cancellations to obtain and verify payments and other types of information.
Provide efficient processing of customer policies, endorsements, and status and coverage changes.
Respond to telephone calls from customers that are either cancelling their policy today or a day in the future. Ability to comprehend and understand customer billing status, balance due, etc. In accordance with established procedures, review policies that are in a cancelled status and determine whether reinstatement is an option. Determine monies due and process reinstatement as appropriate. Enter transactions and balance cash entries in order to input changes into systems. Research and adjust account balances when misapplication/overpayment of monies occur and mail refund checks as appropriate. Explain impacts and changes in billing detailing future bills.
Required Qualifications
Education:
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High School diploma or equivalent
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Currently, hold or successfully attain appropriate State Property & Casualty Sales licenses within the timeframe designated by ACG may be required to attain and maintain state membership licenses as appropriate by the department
Experience:
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Providing a high level of customer-focused service
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Competently entering information on various screens using a PC keyboard
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Navigating through a PC Windows environment, including accessing information from multiple applications
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Managing and navigating multiple sources of information and applying them as needed
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Performing billing analysis and adjustments to account balances, etc.
Knowledge and Skills:
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Complete appropriate training relative to all company products and services
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Demonstrate advanced insurance and product knowledge with a high level of technical skills
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Demonstrate excellent customer service skills in a fast-paced, customer-focused call center environment
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Work within a team environment with minimal supervision
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Present complex information in a clear, concise manner
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Maintain accurate records
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Read, comprehend, and communicate clearly and concisely in the work environment and with the public (e.g., explain instructions, rules, and procedures)
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Demonstrate effective use of time management
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Demonstrate strong skills in the use of PC applications such as Microsoft Office
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Promote the sale of all company insurance and membership products
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Achieve insurance and membership save goals and other performance expectations as defined by management
Preferred Qualifications
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College-level coursework, certification, or equivalent (i.e., continuous learning)
Experience in /with:
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Working in a customer service call center environment
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Working with home and/or auto insurance products
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Operating windows and non-windows based systems
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Preparing rate quotations
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Investigating and resolving sales-related problems
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Navigating and entering information between multiple different programs & screens
Knowledge of:
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ACG insurance products, features, and services
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ACG membership services and products
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ACG subsidiary products
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ACG equity and group billing
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ACG Auto and Homeowner’s insurance terminology and explanation of coverages
Total Compensation Overview:
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Insurance Retention Specialists will earn a competitive base pay of $17.76 - $31.56 hourly plus bonuses and incentives.
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Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
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401k Match
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Medical
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Dental
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Vision
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PTO
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Paid Holidays
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Tuition Reimbursement
$1000 Sign-On Bonus for Licensed Property and Casualty Agents
**To qualify for the Sign-On Bonus, applicants must be new to ACG. Additional details can be provided by our Recruiting Team at the time of application**
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.
#LI-Remote
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.
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