Claim Customer Service Representative

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Job Type:
Full time
Exempt/Non Exempt:
Hourly
:
Claim Customer Service Representative – The Auto Club Group
What you will do:
The Auto Club Group is seeking a Florida 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, you will have the opportunity to:

• Promote customer satisfaction and provide seamless service to ensure customer service goals and standards are met.
• Provide basic information to members regarding claims procedures in accordance with Customer Interaction Model.
• Determine the type and extent of loss and ensures the claim is consistent with all reported facts.
• Identify non-complex claims for one-touch claim adjudication upon intake.
• Refer files for investigation as warranted.
• Initiate and create payments, settles, or recommend settlement value of claims within specified limits.
• Review necessary legal and police/fire reports to process claims as necessary.
• Initiate services, authorizes, and resolve issues related to services such as car rental and vehicle repairs and non-complex homeowner claims (e.g., food spoilage).
• Identify additional claim exposures and create sub-claims as necessary.
• Close claims in a timely manner.
• Interpret policy language and applies coverage to authorize or deny claims.
• Respond to claimant inquiries and explains payments.
• Explain the benefits of company programs to customers, and initiates services, such as arranging for repair inspections, vehicle tows and car rental.
• Handles inbound claim inquiries received via phone, the ACG website and other sources.
• Review the status of open and closed reserves and makes adjustments consistent with exposures.
• Ensure compliance with state regulations.
• Inform insured of coverage decision on claims within defined scope.
• Navigate through various sources of information and claim processing systems (E.g., FACTS, CPS, Point of Sale, IPM insurance systems, Intranet/Internet, and manuals).
• Respond to members/customers questions in a timely manner.
• Identify claims for salvage and subrogation potential in accordance to company policy.
• Document claim files.

With our powerful brand and the mentoring, we offer, you will find your position as a Florida Claim Customer Service Representative can lead to a rewarding career at our growing organization.
How you will benefit:

• Dental
• Vision
• Our Auto Club Group Claim Customer Service Representative earns a competitive hourly rate of $17.00 - $ 22.00 to start along with the opportunity for an annual company bonus incentive.
• PTO
• Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
• Tuition Reimbursement
• Paid Holidays
• 401k Match
• Medical

We’re looking for candidates who: (Preferred/Required Qualifications)
Education (include minimum education and any licensing/certifications):

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

Experience:

• Investigating and resolving claims related problems
• Analyzing and resolving problems
• Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
• Performing mathematical calculations including adding, subtracting, percentages, etc.
• 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
• Processing information and handling claim inquiries utilizing PCs and software packages (e.g. ACG claim systems, Microsoft Word, Excel)

Knowledge and Skills:
Knowledge of:

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

Ability to provide a high level of customer service:

• Effective listening skills
• 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
• Excellent verbal communication skills service
• Strong interpersonal skills demonstrated through work experience, participation in extra-curricular activities and/or community involvement
• Strong written communications skills (example may be required at time of interview) needed to respond in a professional manner to members/customers inquiries

Ability to learn and apply claim handling skills, including:

• Proactive customer contact and issue resolution
• Issue written correspondence
• Prioritize claims-related functions
• State compliance requirements
• Car rental coverage knowledge
• Claim payment coding, issuance, and exception handling
• Subrogation identification and referral
• Auto and home repair estimate basics and compliance review
• Policy analysis and coverage application
• Understand insurance fraud scenarios and recognize potential fraud indicators
• Claims’ related policies and procedures

Ability to:

• Willingness and ability to work irregular shifts, including weekends and holidays
• AAA general claim policy training.
• Work independently
• Sit for the majority of the workday
• Record and maintain information accurately and in a timely fashion
• Proactively contact and effectively interact with the public and business partners through outbound communication
• Policy, negligence, and no-fault training
• Work effectively in a team environment
• Work under pressure
• Communicate effectively over the telephone
• Successfully complete at least one of the following within 9 months of hire:

Work Environment
This is a hybrid work arrangement (time spent in office and remote). Depending on the employee's role and leadership's assessment, some employees will come in to an ACG facility on a weekly basis, a monthly basis, or on an "as needed" basis for key meetings and collaborative activities. Most employees will be required to come into the office, at a minimum, for important departmental meetings or teambuilding events.
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.