Customer Service Representative - Columbia

AAA-The Auto Club Group•Forest Acres, SC

4d•Remote

About The Position

This role involves handling membership claims submitted for reimbursement under the Car Travel benefit. The representative will review receipts for accuracy and compliance with guidelines, including timelines, and validate membership status. A key part of the role is using an understanding of policy and process to make appropriate determinations, issue payments, and/or deny non-qualified expenses. Communication of these determinations and status to members is essential. The position also involves providing input to management regarding system/process issues and opportunities for improvement, and may include participation in projects or special assignments.

Requirements

High School Diploma or equivalent OR One year of experience in processing, customer service or business administration
A valid driver's license is required if the primary responsibilities of the role involve conducting in-person inspections or frequent in-person meetings with members.
Analyzing, researching, and resolving member issues
Identification, investigation, and resolution of problems
Organizing and prioritizing multiple tasks
Basic math skills
Working with PC software applications
Maintaining accurate files and records
Utilizing a personal computer
Writing correspondence and memos
Knowledge of Sales and Service Portal
Knowledge of Membership processing policy and procedures
Completion of ACG approved training for this position.
Follow and apply ACG Claim policies, procedures and guidelines.
Demonstrate customer service skills by building and maintaining relationships with insureds/claimants while exhibiting understanding of their problems and responding to questions and concerns.
Process time sensitive data and information from multiple sources.

Nice To Haves

Associates Degree in Business Admin or related field, or the equivalent of related work experience
Membership sales experience

Responsibilities

Handle membership claims submitted for reimbursement under the Car Travel benefit.
Review receipts for accuracy and compliance to guidelines including timelines.
Validate membership status.
Use understanding of policy and process to make appropriate determination.
Issue appropriate payments and/or deny non-qualified expenses.
Communicate determinations, payment/denial status to members.
Provide input to management regarding system/process issues and opportunities for process improvement.
May participate on projects and/or handle special assignments as assigned.