Licensed Insurance Customer Service Representative - Merrillville, IN

Auto Club Group•Merrillville, IN

6d•Onsite

About The Position

The Auto Club Group is seeking a customer-focused Field Insurance Service Representative for its on-site Merrillville, Indiana branch. The role supports members with insurance policies, payments, renewals, and product inquiries, combining customer service, problem-solving, and sales support to help members protect what matters most while promoting ACG insurance, membership, and financial products. The position is scheduled Monday through Friday, 8:30 a.m. to 5:30 p.m. Responsibilities include servicing insurance policies and applications, providing quotes, processing payments and renewals, addressing coverage and billing questions, supporting sales and retention, maintaining accurate records, and assisting with office and community events. The role requires working effectively in a high-volume, fast-paced office environment, both independently and as part of a team. The work environment is a temperature-controlled office, with willingness and ability to work irregular hours, including weekends, holidays, and community events.

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.
Successfully complete Customer Service, Insurance, and Membership training within 6 months of hire.
Provide high-level 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 levels of coverage.
Prepare appropriate rate quotations.
Organize, plan, and promote the sale of ACG insurance and membership products and services.
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.
Work effectively in a team environment 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 all Auto Club Group products and services.
Be willing and able to work irregular hours, including weekends, holidays, and community events.
Consent to a background and drug screen if offered employment.
Maintain regular and reliable attendance.

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 product quotes, apply underwriting and business rules and eligible discounts, complete sales, and identify cross-sell opportunities.
Promote insurance, membership, financial products, credit cards, Travel, and Life referrals, and 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 calling while promoting ACG products and services under established guidelines.
Assist with office events that generate insurance revenue, increase member product awareness, and support local community activities.
Maintain accurate records and properly maintain the workstation and office facility.

Benefits

Medical plans with multiple coverage options, including HSA eligibility.
Prescription drug coverage.
Dental and vision benefits.
Employee Assistance Program with confidential support services.
Company-paid basic life insurance.
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 an automatic 3% deferral upon eligibility, employee contributions of 1% to 50% of eligible earnings, a company match of 50% on employee contributions up to 6% of pay, immediate vesting of the match, and an additional company contribution of 4% of pay each pay day that is 100% vested after three years of service.
Health Savings Account and Flexible Spending Account options.
Accrual-based paid time off that increases with tenure and is eligible after 90 days of employment; full-time new employees may receive up to 12 days annually.
Ten company-paid holidays annually for full-time employees, plus one mental health day, two floating holidays, and one volunteer day.
Paid leave programs, including 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.