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Claim Customer Service Representative

Company

AAA The Auto Club Group
Address , , Fl
Employment type FULL_TIME
Salary $17 - $22 an hour
Expires 2023-07-20
Posted at 11 months ago
Job Description
It’s a great time to join AAA The Auto Club Group!
JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD
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:
  • Identify claims for salvage and subrogation potential in accordance to company policy.
  • Inform insured of coverage decision on claims within defined scope.
  • Review necessary legal and police/fire reports to process claims as necessary.
  • Respond to claimant inquiries and explains payments.
  • Review the status of open and closed reserves and makes adjustments consistent with exposures.
  • Explain the benefits of company programs to customers, and initiates services, such as arranging for repair inspections, vehicle tows and car rental.
  • Refer files for investigation as warranted.
  • Identify additional claim exposures and create sub-claims as necessary.
  • Interpret policy language and applies coverage to authorize or deny claims.
  • Navigate through various sources of information and claim processing systems (E.g., FACTS, CPS, Point of Sale, IPM insurance systems, Intranet/Internet, and manuals).
  • Provide basic information to members regarding claims procedures in accordance with Customer Interaction Model.
  • Handles inbound claim inquiries received via phone, the ACG website and other sources.
  • Ensure compliance with state regulations.
  • Close claims in a timely manner.
  • Respond to members/customers questions in a timely manner.
  • Identify non-complex claims for one-touch claim adjudication upon intake.
  • Determine the type and extent of loss and ensures the claim is consistent with all reported facts.
  • Initiate and create payments, settles, or recommend settlement value of claims within specified limits.
  • 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).
  • Document claim files.
  • Promote customer satisfaction and provide seamless service to ensure customer service goals and standards are met.
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:
  • Vision
  • 401k Match
  • PTO
  • Tuition Reimbursement
  • Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
  • Medical
  • 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.
  • Paid Holidays
  • Dental
We’re looking for candidates who: (Preferred/Required Qualifications)
Education (include minimum education and any licensing/certifications):
  • Must be eligible to acquire and maintain a State adjuster’s license for appropriate state(s).
  • 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
Experience:
  • Processing information and handling claim inquiries utilizing PCs and software packages (e.g. ACG claim systems, Microsoft Word, Excel)
  • Performing mathematical calculations including adding, subtracting, percentages, etc.
  • Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
  • A call center environment
  • Analyzing and resolving problems
  • 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.
  • Investigating and resolving claims related problems
Knowledge and Skills:
Knowledge of:
  • Property and casualty insurance policy language and provisions
  • Auto and home repair basics and cost estimating
  • Claims quality service standards
  • Regulatory compliance requirements
  • State insurance laws
  • Claim processing policy and procedures
  • ACG insurance processes and procedures
  • Liability, negligence, No-Fault principles and subrogation
  • General claim processing functions
  • Telephone etiquette
  • Claim processing systems
Ability to provide a high level of customer service:
  • Strong interpersonal skills demonstrated through work experience, participation in extra-curricular activities and/or community involvement
  • Effective listening skills
  • Strong written communications skills (example may be required at time of interview) needed to respond in a professional manner to members/customers inquiries
  • Excellent verbal communication skills service
  • 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
Ability to learn and apply claim handling skills, including:
  • State compliance requirements
  • Claims’ related policies and procedures
  • Policy analysis and coverage application
  • Issue written correspondence
  • Claim payment coding, issuance, and exception handling
  • Car rental coverage knowledge
  • Subrogation identification and referral
  • Proactive customer contact and issue resolution
  • Auto and home repair estimate basics and compliance review
  • Understand insurance fraud scenarios and recognize potential fraud indicators
  • Prioritize claims-related functions
Ability to:
  • Proactively contact and effectively interact with the public and business partners through outbound communication
  • Successfully complete at least one of the following within 9 months of hire:
  • AAA general claim policy training.
  • Communicate effectively over the telephone
  • Willingness and ability to work irregular shifts, including weekends and holidays
  • Sit for the majority of the workday
  • Work independently
  • Work effectively in a team environment
  • Record and maintain information accurately and in a timely fashion
  • Work under pressure
  • Policy, negligence, and no-fault training
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.