What are the responsibilities and job description for the Service Agent position at AAA Hoosier Motor Club?
Job Details
Description
ABOUT AAA HOOSIER MOTOR CLUB:
Since 1902, AAA Hoosier Motor Club, headquartered in Indianapolis, provides membership benefits including emergency roadside assistance, retail discounts and a variety of products and services for its 400,000 members across Indiana. It also operates a full-service travel agency and an insurance agency which markets and sells auto, home and life insurance. Hoosier Motor Club has 300 employees and operates 11 retail branch offices including seven in metro Indianapolis as well as Bloomington, Clarksville, Lafayette, Muncie, and Terre Haute. And it is an affiliate of the American Automobile Association (AAA), the largest motoring and leisure travel organization in North America with more than 60 million members.
Here's What is in it for YOU:
- A company culture that provides training and learning opportunities.
- A brand that you can be proud to be part of.
- A culture that will challenge you to be your best.
- Health / Dental / Vision benefits.
- Corporate Incentive Plan (CIP)
- Paid Time Off
- Paid Holidays.
- Company provided LTD & Life Insurance.
- Retention bonuses.
- Service Anniversary Recognition.
- Free AAA Classic Membership.
- Generous 401k w/ company match.
- Company provided HSA dollars.
Position Summary: Licensed professional who provides growing level of service and support to clients with a focus on first contact resolution. Handles clients’ requests through multiple channels including inbound and outbound phone calls and email; processes and manages policy changes; upsells additional policy benefits and policies.
Duties and Responsibilities:
Service Clients
- Provides expert insurance servicing consultation to clients
- Responds to and resolves clients concerns and inquiries
- Process policy changes for endorsements executed in various systems per client request
- May assess existing coverage limits and deductibles and make recommendations to clients to ensure adequate asset protection
- Processes clients billing inquiries (discretionary power within defined threshold)
- Provides quotes on premium changes for an existing insurance policy
- Deciding appropriate underwriting action based on authority level and underwriting guidelines. If outside of standard authority level, will refer to an appropriate underwriting authority level
Policy
- Generates premium through policy reviews. Verifies rating variables to ensure proper risk to rate
- Researches and investigates lapses in coverage
- Process work on assigned insurance projects
- Key policy changes - i.e.; update coverage amounts, add/remove multi-policy discounts, verify policy data information for accuracy
- Process endorsements - work received by mail, system generated requests or fax requesting policy changes; i.e. adding/deleting driver, adding/deleting vehicle
- Administer policy fixes - updates policy with correct information in order to allow the policy to automate future renewals rather than manual
- Verify insurance - process proof of insurance cards for clients, update insurance information
Billing
- Actively handles incoming and outgoing calls to remedy policy issues
- Proactively addresses and escalates production issues and trends with support and analysis
Fulfillment
- Follows all quality control procedures to meet accuracy criteria
- Fully certified with all department specialized equipment, software, processes, and procedures
- Performs other duties as assigned by management
Qualifications
Education and/or Experience Requirements:
Required
- Bachelor’s Degree; or minimum 3 years licensed insurance experience; or equivalent combination of education and experience
- P&C License
Preferred
- Bachelor’s Degree in related subject (Business)
- Insurance experience (underwriting, claims, service, etc) strongly preferred
- Certificates or Designation through the American Institute of Chartered Property Casualty Underwriters or working towards achievement of certificate or designation
- Prior customer service experience
- Working knowledge of Microsoft Office products including Word, Excel, and Outlook, or ability to learn
- Working knowledge of Applied EPIC software or ability to learn
- Working knowledge of CSAA IG insurance products and other insurance carrier products offered
- Working knowledge of AAA membership products and services
Facebook:
www.facebook.com/aaahoosier
Company Website:
www.hoosier.aaa.com
