Claim Customer Service Rep-Remote

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Job Type:

Full time

Exempt/Non Exempt:

Hourly

:

Claim Customer Service Representative – The Auto Club Group

What you will do:

AAA The Auto Club Group is seeking a Claim Customer Service Representative who will be responsible for taking first notice of loss, handling claim inquiries, initiating claim services, and handling low-complexity, one-touch claims in a call center environment.

In this position, the Claim Customer Service Representative:

• Identifies additional claim exposures and creates sub-claims as necessary
• Initiates and creates payments, settles or recommends settlement value of claims within specified limits
• Responds to claimant inquiries and explains payments
• Determines the type and extent of loss and ensures the claim is consistent with all reported facts
• Promotes customer satisfaction and provides seamless service to ensure customer service goals and standards are met
• Refers files for investigation as warranted. Informs insured of coverage decision on claims within defined scope
• Navigates through various sources of information and claim processing systems (E.g., FACTS, CPS, Guidewire, WINS, SPI, Point of Sale, Intranet/Internet, manuals and call center models). Responds to members/customers questions in a timely manner
• Interprets policy language and applies coverage to authorize or deny claims
• Initiates services, authorizes, and resolves issues related to services such as car rental and vehicle repairs and non-complex homeowner claims (e.g. food spoilage)
• Identifies non-complex claims for one-touch claim adjudication upon intake
• Explains the benefits of company programs to customers, and initiate services, such as arranging for repair inspections, vehicle tows and car rental
• Completes first notice of loss (FNOL) for all policy products and handles inbound claim inquiries received via phone, the ACG website and other sources
• Provides basic information to members regarding claims procedures in accordance with Customer Interaction Model
• Ensures compliance with state regulations
• Reviews the status of open and closed reserves and adjusts consistent with exposures Identify claims for salvage and subrogation potential in accordance to company policy

How you will benefit:

Claim Customer Service Representative will earn a competitive salary of $17.76 per hour to $21.73 per hour with annual bonus potential based on performance.

• Dental
• Vision
• Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
• 401k Match
• Paid Holidays
• PTO
• Tuition Reimbursement
• Medical

We’re looking for candidates who:

Education:

• High School Diploma or equivalent
• Completion of AAA approved call center training program, appropriate level ACG Claim Representative Training program and ongoing training and certification for the position
• Must be eligible to acquire and maintain a State adjuster’s license for appropriate state(s).

Experience:

• Processing FNOL information and handling claim inquiries utilizing PCs and software packages (e.g. ACG claim systems, Microsoft Word, Excel)
• Analyzing and resolving problems
• Reading and comprehending various Customer Care service tools (manuals, work models, etc.)

Knowledge of:

• Telephone etiquette
• Claim processing policy and procedures
• General claim processing functions
• Claim processing systems

Ability to provide a high level of customer service in a professional call center environment using the following skills:

• Strong interpersonal skills demonstrated through work experience, participation in extra-curricular activities and/or community involvement
• Strong communication skills required in understanding customers’ concerns and to provide high quality customer service as demonstrated through the effective use of the customer care call center model
• Effective listening skills

Ability to learn and apply claim handling skills, including:

• Work effectively in a team environment
• Work independently
• Successfully complete at least one of the following within 9 months of hire:
• Claim payment coding, issuance, and exception handling
• Auto and home repair estimate basics and compliance review
• Claims’ related policies and procedures
• Proactive customer contact and issue resolution
• State compliance requirements
• Sit for the majority of the work day
• Prioritize claims-related functions
• Able to adapt to change
• Car rental coverage knowledge
• Work under pressure
• AAA general claim policy training;
• Policy, negligence and no-fault training
• Record and maintain information accurately and in a timely fashion
• Understand insurance fraud scenarios and recognize potential fraud indicators
• Policy analysis and coverage application
• Issue written correspondence
• Willingness and ability to work irregular shifts, including weekends and holidays.

Preferred Qualifications

Education:

• Completion of (IIA) Insurance Institute of America or other insurance coursework
• Associate’s degree in Business Administration or a related field, or the equivalent in related work experience

Experience to include:

• A claim related field such as insurance, automotive, medical or legal services
• Utilizing ACG automated systems
• Handling claims or claim support tasks such as processing glass claims, car rentals, invoice payments, etc.
• A call center environment
• Investigating and resolving claims related problems

Knowledge of:

• Liability, negligence, No-Fault principles and subrogation
• Regulatory compliance requirements
• ACG insurance processes and procedures
• State insurance laws
• Auto and home repair basics and cost estimating
• Property and casualty insurance policy language and provisions
• Claims quality service standards

Work Environment

This is a remote call center position. Call Center employees work remote full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50>
Who We Are
Become a part of something bigger.
The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.
By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.
And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.
We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.
To learn more about AAA The Auto Club Group visit www.aaa.com
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 principal 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 fulfill these requirements.
The Auto Club Group, and all 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.
Regular and reliable attendance is essential for the function of this job.