Customer Service Representative promoting AAA products and services and providing customer support in the Charlotte Metro Area. Engaging with customers and managing inquiries while promoting membership and travel products.
About the role
- Field Insurance Service Representative providing support to insurance agency and customers by servicing existing accounts and promoting insurance products. Tasks include handling inquiries, retention calls, and processing applications.
Responsibilities
- Provide a high level of support to the Insurance Agency and members by servicing existing insurance accounts.
- Perform retention calls, process applications, renewals, amendments, resolve customer problems, as well as selling membership and financial products (credit cards)
- Provide price quotes on all insurance products and factor in all applicable rules (underwriting, business, etc.) and discounts to complete the sale
- Take insurance payments (initial, installment, lapse, or reinstatement)
- Respond to customers’ insurance inquiries and explains product features and Auto Club Group service advantages to potential customers for the purpose of promoting and selling various insurance, membership, and financial products
- Refer to agent when appropriate
- Recognize and promote cross-sale opportunities within the context of servicing a change to an existing member’s policy and provide efficient processing of customer policies, endorsements, and status and coverage changes in accordance with state rules and corporate policies and procedures
- Provide customer assistance through the performance of sales processing activities and assists management and agents when applicable
- Conduct outbound promotional and retention call activities per management request and provides general promotion of Auto Club Group products and services following established guidelines
- Participate in a team environment to promote customer satisfaction and consistent service following the customer service model
- Receive and resolve member/customer complaints and seeks assistance from management in complaint resolution as necessary
- 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, 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 in the event of policy cancellations
- 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
Requirements
- 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
- 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
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 and much more
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