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Claim Customer Service Representative - Remote

Company

AAA The Auto Club Group
Address , Remote
Employment type FULL_TIME
Salary $17.76 an hour
Expires 2023-06-26
Posted at 1 year 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:
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:
  • Responds to claimant inquiries and explains payments
  • Identifies non-complex claims for one-touch claim adjudication upon intake
  • 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
  • Ensures compliance with state regulations
  • Initiates and creates payments, settles or recommends settlement value of claims within specified limits
  • 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
  • Provides basic information to members regarding claims procedures in accordance with Customer Interaction Model
  • 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)
  • Explains the benefits of company programs to customers, and initiate services, such as arranging for repair inspections, vehicle tows and car rental
  • Promotes customer satisfaction and provides seamless service to ensure customer service goals and standards are met
  • Determines the type and extent of loss and ensures the claim is consistent with all reported facts
  • Completes first notice of loss (FNOL) for all policy products and handles inbound claim inquiries received via phone, the ACG website and other sources
  • Refers files for investigation as warranted. Informs insured of coverage decision on claims within defined scope
  • Identifies additional claim exposures and creates sub-claims as necessary
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.
  • Vision
  • Paid Holidays
  • Medical
  • Dental
  • Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
    • 401k Match
    • Medical
    • Dental
    • Vision
    • PTO
    • Paid Holidays
    • Tuition Reimbursement
  • PTO
  • 401k Match
  • Tuition Reimbursement
We’re looking for candidates who:
Education:
  • 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:
  • Analyzing and resolving problems
  • Processing FNOL information and handling claim inquiries utilizing PCs and software packages (e.g. ACG claim systems, Microsoft Word, Excel)
  • Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
Knowledge of:
  • Claim processing policy and procedures
  • General claim processing functions
  • Claim processing systems
  • Telephone etiquette
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:
  • Able to adapt to change
  • Auto and home repair estimate basics and compliance review
  • Work effectively in a team environment
  • Work independently
  • Willingness and ability to work irregular shifts, including weekends and holidays.
  • Understand insurance fraud scenarios and recognize potential fraud indicators
  • Car rental coverage knowledge
  • Policy, negligence and no-fault training
  • Proactive customer contact and issue resolution
  • Prioritize claims-related functions
  • Claim payment coding, issuance, and exception handling
  • Policy analysis and coverage application
  • Work under pressure
  • State compliance requirements
  • AAA general claim policy training;
  • Claims’ related policies and procedures
  • Record and maintain information accurately and in a timely fashion
  • Successfully complete at least one of the following within 9 months of hire:
    • AAA general claim policy training;
    • Policy, negligence and no-fault training
  • Issue written correspondence
  • Sit for the majority of the work day
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:
  • Utilizing ACG automated systems
  • A claim related field such as insurance, automotive, medical or legal services
  • 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:
  • Auto and home repair basics and cost estimating
  • Claims quality service standards
  • Liability, negligence, No-Fault principles and subrogation
  • Regulatory compliance requirements
  • ACG insurance processes and procedures
  • State insurance laws
  • Property and casualty insurance policy language and provisions
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 miles from an office) until connectivity or service levels are restored. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.
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.