Insurance Customer Service Representative (Call-Center)

AAA Western and Central New York Careers•Williamsville, NY

9d•Onsite

About The Position

This role focuses on assisting insurance customers through various channels, including phone calls, walk-ins, and other work activities. The primary goal is to meet customer needs promptly and effectively, resolve issues by offering tailored solutions, and strive for first-contact resolution to enhance customer satisfaction. The position also involves maintaining high answer rates for phone queues, ensuring timely assistance, and upholding privacy and security standards through proper customer verification and accurate documentation of all interactions and transactions. A key aspect is promoting AAA memberships and other Club products and services through a sales-focused approach.

Requirements

Responsible to obtain and maintain the required license or certification in an active status
Able to display working knowledge of carrier offerings, processes, and requirements
Ability to work evenings, weekends, & events as required by business need/Leadership directive
Working knowledge of computer software and ability to effectively navigate multiple systems
Ability to operate independently and display proficiency in minimization of errors & problem solving
Must be able to resolve problems and work under pressure to diffuse member concerns
Work under pressure during periods of high volume
Ability to multitask in various areas of insurance sales and service

Responsibilities

Efficiently assist customers through a variety of touchpoints including work activities, walk-ins, & phone calls.
Ensure customer needs are met promptly & effectively and proactively address & resolve any issues by offering solutions tailored to their specific situations.
Strive to resolve inquiries during the first interaction to enhance customer satisfaction.
Maintain and/or exceed outlined expectations for phone queue availability to ensure customers are assisted in a timely manner.
Ensure each customer is properly verified to maintain privacy & security standards.
Accurately documents all interactions and transactions related to policies, customers, carriers, and third-party touchpoints.
Ensure clarity and completeness in all records.
Attach all email & policy paperwork communications to the relevant policy in the appropriate system, ensuring easy access and traceability.
Consistently demonstrate AAA Core Values in every interaction, fostering trust and reliability.
Deliver an exceptional Member experience by addressing customer needs promptly, professionally, and empathetically.
Offer a Club focused sales approach & continuously promote all Club products/services.
Effectively sell AAA memberships to meet/exceed outlined expectations.