Licensed Branch Customer Service Representative - Detroit, MI

AAA-The Auto Club Group • Detroit, MI

2d • $23 - $26 • Onsite

About The Position

The Auto Club Group is seeking a Licensed Customer Service Representative who will provide a high level of support to the insurance agency and members by servicing existing insurance accounts. This role involves performing retention calls, processing applications and renewals, resolving customer problems, and selling membership and financial products. The representative will provide price quotes, factor in applicable rules and discounts, and process insurance payments. They will also respond to customer inquiries, explain product features, and promote various insurance, membership, and financial products. Referrals to agents, cross-selling opportunities, and efficient processing of policies, endorsements, and changes are key aspects of the role. The position also includes conducting outbound promotional and retention calls, participating in team efforts to promote customer satisfaction, and resolving member complaints with management assistance. Additionally, the role involves fulfilling and servicing insurance policies, preparing proposals and changes, contacting members regarding renewals and payments, verifying new business applications, referring members to other lines of business, processing payments, updating member information, and maintaining filing systems. This is an in-office/on-site position where employees service ACG members in-person at an ACG branch facility.

Requirements

• Hold a current Property & Casualty Insurance license.
• Must qualify, obtain, and maintain all applicable state licenses and appointments required for selling and/or servicing Auto Club Group Membership products.
• Successful completion of Customer Service, Insurance and Membership training within 6 months of hire.
• High School Diploma or equivalent.
• Provide a high level of customer-focused service.
• Service insurance policies and processing applications, renewals, and amendments.
• Respond to billing and coverage questions.
• Process monetary transactions; Taking payments.
• Promote the sales of insurance products and services using established guidelines.
• Present complex information in a clear and concise manner.
• Analyze member/potential customer insurance needs and determine appropriate levels of coverage.
• Prepare appropriate rate quotations.
• Organize, plan and promote the sale of ACG insurance and membership products and services.
• Perform outbound service calls.
• Maintain accurate records.
• Insurance terminology.
• General insurance regulations.
• Underwriting procedures.
• Sales regulatory and compliance guidelines.
• Insurance Systems and/or membership systems (e.g., PPS, POS, IMS, IPM).
• Work effectively in a team environment.
• Work independently, with minimal supervision.
• Exceed member expectations relating to professionalism of demeanor, efficient and effective customer service (on phone or in person) and maintenance of workstation and office facility.
• Proficient in using Microsoft Office products.
• Read, comprehend, and communicate clearly and concisely in the work environment and with the public (e.g., explain instructions, rules and procedures).
• Perform mathematical calculations to accurately perform monetary transactions.
• Work under pressure in a high volume, fast paced customer service environment.
• Successfully complete appropriate training relative to all Auto Club Group (ACG) products and services.

Responsibilities

• Service existing insurance accounts.
• Perform retention calls.
• Process applications, renewals, and amendments.
• Resolve customer problems.
• Sell membership and financial products (credit cards).
• Provide price quotes on all insurance products and factor in all applicable rules and discounts.
• Take insurance payments (initial, installment, lapse, or reinstatement).
• Respond to customers’ insurance inquiries and explain product features and Auto Club Group service advantages.
• Refer to agent when appropriate.
• Recognize and promote cross-sale opportunities.
• Provide efficient processing of customer policies, endorsements, and status and coverage changes.
• Provide customer assistance through sales processing activities.
• Assist management and agents when applicable.
• Conduct outbound promotional and retention call activities per management request.
• Provide general promotion of Auto Club Group products and services.
• Participate in a team environment to promote customer satisfaction and consistent service.
• Receive and resolve member/customer complaints and seek assistance from management in complaint resolution.
• Participate in office events developed to generate insurance revenue, improve member awareness of products, and support local community activities.
• Fulfill, maintain and service insurance policies.
• Respond to inquiries regarding insurance availability, eligibility, and coverage.
• Prepare insurance proposals, policy changes, transfers, and billing clarification.
• Contact members or insureds regarding the renewal of delinquent memberships, late premium payments and to solicit reinstatements.
• Verify new business applications.
• Refer relevant members/insureds to other lines of business (i.e. Travel and Life).
• Process insurance and membership payments.
• Update electronic member information.
• Maintain filing systems and provide other general Agency support.

Benefits

• Medical, dental and vision benefits
• 401k Match
• Paid parental leave and adoption assistance
• Paid Time Off (PTO), company paid holidays, CEO days, and floating holidays
• Paid volunteer day annually
• Tuition assistance program, professional certification reimbursement program and other professional development opportunities
• AAA Membership
• Discounts, perks, and rewards

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED