Insurance Service Representative - Appleton, WI

Auto Club Group•Appleton, WI

6d•Onsite

About The Position

The Auto Club Group is seeking a customer-focused Insurance Service Representative to support members with insurance policies, payments, renewals, and product inquiries. The role combines customer service, problem-solving, and sales support to help members protect what matters while promoting ACG insurance, membership, and financial products. The position is hourly, full-time, and based in an onsite office environment in Appleton, Wisconsin. The schedule is Monday through Friday, 8:30 a.m. to 5:30 p.m., 40 hours per week, with a scheduled one-hour lunch each day. The representative services insurance policies and processes applications, renewals, policy changes, endorsements, coverage and status changes, amendments, transfers, billing questions, and new business applications according to state rules and corporate policies. The role also provides quotes, applies underwriting rules and eligible discounts, completes sales, identifies cross-sell opportunities, and makes referrals. Responsibilities include processing payments, supporting retention, responding to customer questions and complaints, maintaining accurate records, and providing general agency and community-event support. The role requires a high school diploma or equivalent and a current Property & Casualty insurance license. The employee must be able to qualify for, obtain, and maintain required state licenses and appointments, and complete Customer Service, Insurance, and Membership training within six months of hire. The work takes place in a temperature-controlled office and may require irregular hours for community events. ACG describes its benefits as supporting health, financial well-being, and professional growth.

Requirements

High school diploma or equivalent.
Current Property & Casualty insurance license.
Ability to qualify for, obtain, and maintain all required state licenses and appointments to sell and/or service Auto Club Group Membership products.
Provide a high level of customer-focused service and respond to billing and coverage questions.
Present complex information clearly and concisely.
Service insurance policies and process applications, renewals, and amendments.
Process monetary transactions, including taking payments.
Promote the sale of insurance products and services using established guidelines.
Analyze member or potential customer insurance needs and determine appropriate coverage levels; prepare appropriate rate quotations.
Understand insurance terminology, general insurance regulations, underwriting procedures, and sales regulatory and compliance guidelines.
Use insurance and/or membership systems such as PPS, POS, IMS, and IPM; maintain accurate records; and proficiently use Microsoft Office products.
Read, comprehend, and communicate clearly and concisely with coworkers and the public, including explaining instructions, rules, and procedures.
Perform mathematical calculations accurately to complete monetary transactions.
Exceed member expectations through professionalism, efficient service, and proper maintenance of the workstation and office facility.
Work effectively on a team and independently with minimal supervision; perform outbound service calls; and work under pressure in a high-volume, fast-paced customer service environment.
Successfully complete appropriate training related to Auto Club Group products and services.
Willingness and ability to work irregular hours for community events.

Responsibilities

Respond to customer insurance inquiries, explain product features and ACG service advantages, support sales processing, and resolve complaints with management support as needed.
Participate in team service efforts and provide consistent, customer-focused support.
Service insurance policies and process applications, renewals, policy changes, endorsements, status or coverage changes, amendments, transfers, billing questions, and new business applications in accordance with state rules and corporate policies.
Answer insurance availability, eligibility, and coverage questions; prepare proposals; update electronic member information; maintain filing systems; and provide general agency support.
Provide insurance quotes, apply underwriting and business rules and eligible discounts, complete sales, identify cross-sell opportunities, and promote insurance, membership, financial products, credit cards, Travel, and Life referrals.
Refer customers to agents when appropriate.
Process insurance and membership payments, including initial, installment, lapse, and reinstatement payments.
Conduct retention calls and contact members or insureds about delinquent memberships, late premiums, reinstatements, and cancellations.
Support outbound promotional and retention calls while promoting ACG products and services according to established guidelines.
Assist with office events that generate insurance revenue, increase member product awareness, and support local community activities.
Maintain accurate records and perform monetary transactions, including taking payments.
Complete required Customer Service, Insurance, and Membership training within six months of hire.

Benefits

Medical plans with multiple coverage options, including HSA eligibility.
Prescription drug coverage.
Dental and vision benefits.
Employee Assistance Program.
Company-paid basic life insurance and optional supplemental life insurance and dependent coverage.
Short-term and long-term disability coverage.
Optional critical illness, accident, and pet insurance.
401(k) plan, including a 50% company match on employee contributions up to 6% of pay and an additional company contribution of 4% of pay each pay day, subject to the described eligibility and vesting terms.
Health Savings Account and Flexible Spending Account options.
Accrual-based Paid Time Off; full-time new employees receive up to 12 PTO days annually, subject to eligibility and accrual terms.
10 company-paid holidays annually for eligible full-time employees, plus one mental health day, two floating holidays, and one volunteer day.
Paid parental, bereavement, jury duty, and military leave programs.
Tuition assistance of up to $5,250 annually, with 80% covered by ACG.
100% reimbursement for eligible professional certification programs.
Career development and advancement opportunities.
Complimentary AAA membership with roadside assistance and travel discounts.
Adoption assistance program.