The Auto Club Group (ACG) provides membership, travel, insurance, and financial services offerings to approximately 13.3 million members and customers across 14 states and 2 U.S. territories through the AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

Primary Duties and Responsibilities

Provide a high level of customer-focused sales and service in a high volume, fast-paced call center environment, using PC, Internet, and ACD phone technology. Receive inbound calls transferred from the Customer Service Centers when a customer requests to cancel because rates are too high and/or poor service. Contact policyholders regarding non-renewals, Intents to cancel, and Offers to Reinstate. Make sound recommendations to meet the customers’ needs (e.g. upsell; up rate; down rate) by completing a full policy analysis; (Household Policy Review) and provide coverage counseling and discuss benefits and features of the existing policy; re-establish the value of ACG Products. Comply with applicable company underwriting guidelines; offer customers an opportunity to make sure they are taking advantage of all the discounts that are available to them. Ask customers to continue Insurance with ACG.

Write New Business, rewrite and reinstate insurance policies according to underwriting and business rules. Complete insurance applications, endorsements, and change forms (e.g. address change, etc.) as necessary. Accept payments at the point of sale. Make outbound follow-up calls to customers in response to questions or complaints. Correspond with and respond to inquiries from underwriting, insureds, mortgage companies, processing, and other sources regarding ratings, premiums, billing problems, and cancellations and obtain and verify payments and other types of information. Provide efficient processing of customer policies, endorsements, and status and coverage changes. Respond to telephone calls from customers that are either canceling their policy today or a day in the future. Ability to comprehend and understand customer billing status, balance due, etc. In accordance with established procedures, review policies that are in a canceled status and determine whether reinstatement is an option. Determine monies due and process reinstatement as appropriate. Enter transactions and balance cash entries to input changes into systems. Research and adjust account balances when misapplication/overpayment of monies occur and mail refund checks as appropriate. Explain impacts and changes in billing detailing future bills.

Required Qualifications

• High School diploma or equivalent
• Currently hold or successfully attain appropriate State Property & Casualty Sales licenses within the timeframe designated by ACG may be required to attain and maintain state membership licenses as appropriate by department

Experience:

• Providing a high level of customer-focused service
• Competently entering information on various screens using a PC keyboard
• Navigating through a PC Windows environment, including accessing information from multiple applications
• Managing and navigating multiple sources of information and applying them as needed
• Performing billing analysis and adjustments to account balances, etc.

Knowledge and Skills:

• Complete appropriate training relative to all company products and services
• Demonstrate advanced insurance and product knowledge with a high level of technical skills
• Demonstrate excellent customer service skills in a fast-paced, customer-focused call center environment
• Work within a team environment with minimal supervision
• Present complex information in a clear, concise manner
• Maintain accurate records
• Read, comprehend, and communicate clearly and concisely in the work environment and with the public (e.g., explain instructions, rules, and procedures)
• Demonstrate effective use of time management
• Demonstrate strong skills in the use of PC applications such as Microsoft Office
• Promote the sale of all company insurance and membership products
• Achieve insurance and membership save goals and other performance expectations as defined by management
• Possess the ability to troubleshoot minor computer issues.
• Desire and have the capability to work from home

Preferred Qualifications

• College-level coursework, certification, or equivalent (i.e., continuous learning).

Experience in /with:

• Working in a customer service call center environment
• Working with home and/or auto insurance products
• Operating windows and non-windows-based systems
• Preparing rate quotations
• Investigating and resolving sales-related problems
• Navigating and entering information between multiple different programs & screens

Knowledge of:

• ACG insurance products, features, and services
• ACG membership services and products
• ACG subsidiary products
• ACG equity and group billing
• ACG Auto and Homeowner’s insurance terminology and explanation of coverages

Work Environment

• Remote
• Willingness and ability to work extended/irregular hours including weekends/holidays.

Home Office Requirements:

• Designated workspace free from interruptions and distractions
• Workspace large enough for 2 monitors, laptop, and phone
• 100MB per second high-speed internet with the ability to connect a computer and phone line directly to a modem
• Personal laptop or computer (Chrome Book or Tablets will not provide the necessary bandwidth to perform duties) *This is only needed in training if the equipment is delayed*
• Personal cell phone with the ability to download company apps for network access

As a reward for your passion and commitment, we offer:

• Competitive base pay ranging $17.32 - $30.78 plus bonus and incentives
• Medical dental and vision benefits
• Matching 401(k)
• Paid time off
• Holiday Pay
• Complimentary AAA Membership
• Employee Discounts
• Career Advancement Plans
• $1000 Sign-On Bonus for Licensed Property and Casualty Agents

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.

The above statements describe the principle and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfil these requirements.

The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

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