Customer Service Representative - Insurance

PMG Insurance Trainee

Business Unit

Policy Management Group

Exemption Status

Non-Exempt

Management Level

Individual Contributor

Compensation Grade

ACE 06

Incentive Plan

Call Center Service

Incentive Target

Job Summary

This is a trainee position within the Policy Management Group (PMG) which services incoming insurance / claims calls. Responsibilities include successfully completing department classes which include ISS / Claims Class Series (NEO, Membership, Auto Insurance, Basic Claims, Accounting and Stellar). All class assessments / reviews taken must receive a passing score. Trainees will also demonstrate proficiency in handling a members / insureds requests and inquiries by telephone. They will reside in a trainee "call taking environment", where they will exhibit competence in appropriate use of systems, procedures, and business line knowledge and customer service skills. Trainees must meet trainee goals at the minimum standard / threshold and pass a "call taking environment" assessment at the end of the 90 day training period

Job Duties

• Answer or initiate routine insurance / claims telephone calls for the business unit. Receive or provide insurance information from and to members / insureds. Complete loss reports for CA insured members. Determine service needs and resolution by successfully using the proper procedures, accessing appropriate support and information systems (Prime, Stat, CACS, MACS, Drab, MVR, MIRR, Loss, Portal, etc) and initiating transactions that result in accurate monetary, coverage and entitlement changes (adding vehicles, removing drivers, re-rating policy, backdating premium, processing discounts, adjusting billing dates, taking payments, mailing documents, etc).
• Demonstrate customer service skills, MSI call attributes, control of the call techniques and use of Call Monitor Guidelines. Convey a competent, positive and receptive attitude. Provide one call resolution when possible. Enhance member relationship by acknowledging member / insured throughout call, completing services requested and including referrals and / or additional products / services recommendations where appropriate.
• Provide assistance to other employees. Act as a liaison within and between business units when investigating, collecting and sharing information to problem solve a members / insureds request.
• Achieve trainee standards / thresholds on stated individual, team and department goals.
• Successfully complete stated Computer Based Training courses : Time & Attendance, MSI (3) and MRM (2) and demonstrate log-in / log-out proficiency on telephone, computer and Time & Attendance system, as is appropriate to the job.
• Demonstrate an attitude of professionalism and teamwork with co-workers, management and all other departments within Auto Club Exchange
• To ensure the insured’s satisfaction and retention, this position is empowered, within Insurance Services guidelines, to resolve basic insurance service requests and to problem solve as described in detail within written procedures, manuals, etc. There are, at times, matters which need to be referred to supervision / management for resolution.
• The position has access to confidential and sensitive information regarding the organization and its members / insureds and it is exposed to every aspect of the Club’s business, products and services.
• The position is empowered, within Claims Reporting guidelines, to make most claims reporting decisions and to problem solve as described in detail within written procedures, manuals, etc. to ensure insured’s satisfaction and retention.
• The position is exposed to every aspect of the Club’s business, products and services, as well as has access to confidential and sensitive information regarding the organization and its members / insureds.

Qualifications

Scope

The starting pay range for this position is $23.00 – $25.00 per hour. Additionally, after completion of training, you will be eligible to participate in our incentive program based upon your team and individual performance.

Remarkable benefits :

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).

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Salary : $23 - $25