Licensed Insurance Customer Service Representative - Merrillville, IN

AAA-The Auto Club Group•Merrillville, IN

8d•$23 - $26•Onsite

About The Position

The Auto Club Group is seeking a customer-focused Field 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. This is an on-site position at the Merrillville, Indiana branch, scheduled Monday through Friday, 8:30 a.m. to 5:30 p.m. The representative services insurance policies and processes applications, renewals, policy changes, endorsements, coverage changes, amendments, transfers, billing questions, and new business applications in accordance with state rules and company policies. The role also responds to eligibility and coverage questions, prepares proposals and rate quotations, updates member records, maintains filing systems, and provides general agency support. The position provides quotes, applies underwriting rules and eligible discounts, completes sales, identifies cross-sell opportunities, and makes referrals for insurance, membership, financial products, credit cards, travel, and life products. It processes insurance and membership payments, conducts retention and promotional calls, and contacts members about delinquent memberships, late premiums, reinstatements, and cancellations. The representative also participates in team service efforts and assists with revenue-generating office events and community activities. The work takes place in a temperature-controlled office. The employee must be willing and able to work irregular hours, including weekends, holidays, and community events. Starting pay is $23.00 to $25.50 per hour, based on experience. ACG describes benefits including health coverage, insurance options, retirement savings, paid time off and holidays, leave programs, tuition assistance, certification reimbursement, career development, AAA membership, and adoption assistance.

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.
Successful completion of Customer Service, Insurance, and Membership training within six months of hire.
Ability to provide customer-focused service, respond to billing and coverage questions, and explain complex information clearly and concisely.
Ability to service policies and process applications, renewals, and amendments.
Ability to process monetary transactions, including taking payments.
Ability to promote insurance products and services using established guidelines.
Ability to analyze insurance needs, determine appropriate coverage levels, and prepare rate quotations.
Knowledge of insurance terminology, general insurance regulations, underwriting procedures, and sales regulatory and compliance guidelines.
Ability to use insurance and/or membership systems, such as PPS, POS, IMS, and IPM.
Proficiency with Microsoft Office products and accurate recordkeeping.
Ability to read, comprehend, and communicate clearly and concisely with coworkers and the public, including explaining instructions, rules, and procedures.
Ability to perform mathematical calculations accurately for monetary transactions.
Ability to provide professional, efficient service and maintain the workstation and office facility.
Ability to work effectively on a team and independently with minimal supervision.
Ability to perform outbound service calls and work under pressure in a high-volume, fast-paced customer service environment.
Willingness and ability to work irregular hours, including weekends, holidays, and community events.
Regular and reliable attendance.
Consent to a background and drug screen if offered employment.

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 policies and process applications, renewals, policy changes, endorsements, coverage or status changes, amendments, transfers, billing questions, and new business applications in accordance with state rules and company policies.
Respond to 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, and identify cross-sell opportunities.
Promote ACG 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 regarding delinquent memberships, late premiums, reinstatements, and cancellations.
Support outbound promotional and retention calls in accordance with established guidelines.
Assist with office events that generate insurance revenue, increase member product awareness, and support local community activities.
Analyze member and prospective customer insurance needs and determine appropriate coverage levels.
Maintain accurate records and perform monetary transactions accurately.
Complete required training related to Auto Club Group products and services.

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 with company matching and an additional company contribution, subject to the stated eligibility and vesting terms.
Health Savings Account and Flexible Spending Account options.
Accrual-based paid time off.
Company-paid holidays, mental health day, floating holidays, and volunteer day, subject to employee eligibility and business-unit schedules.
Paid parental, bereavement, jury duty, and military leave.
Tuition assistance.
Professional certification support with 100% reimbursement for eligible programs.
Career development and advancement opportunities.
Complimentary AAA membership with roadside assistance and travel discounts.
Adoption assistance program.