Remote - Insurance Retention Specialist

It’s a great time to join AAA The Auto Club Group!

JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD

Job Type:

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Position Description

Primary Duties and Responsibilities:

Provide a high level of customer-focused sales and service in a high volume, fast-paced call center environment, using PC, Internet, and ACD phone technology. Receive inbound calls transferred from the Customer Service Centers when a customer requests to cancel because rates are too high and/or poor service. Contact policyholders regarding non-renewals, Intents to cancel, and Offers to Reinstate. Make sound recommendations to meet the customers’ needs (e.g. upsell; up rate; down rate) by completing a full policy analysis; (Household Policy Review) and providing coverage counseling and discussing benefits and features of the existing policy; re-establish the value of ACG Products. Comply with applicable company underwriting guidelines; offer customers an opportunity to make sure they are taking advantage of all the discounts that are available to them. Ask customers to continue Insurance with ACG.

Write New Business, rewrite and reinstate insurance policies according to underwriting and business rules. Complete insurance applications, endorsements, and change forms (e.g. address change, etc.) as necessary. Accept payments at point of sale. Make outbound follow-up calls to customers in response to questions or complaints. Correspond with and respond to inquiries from underwriting, insureds, mortgage companies, processing, and other sources regarding ratings, premiums, billing problems, and cancellations to obtain and verify payments and other types of information.

Provide efficient processing of customer policies, endorsements, and status and coverage changes.

Respond to telephone calls from customers that are either cancelling their policy today or a day in the future. Ability to comprehend and understand customer billing status, balance due, etc. In accordance with established procedures, review policies that are in a cancelled status and determine whether reinstatement is an option. Determine monies due and process reinstatement as appropriate. Enter transactions and balance cash entries in order to input changes into systems. Research and adjust account balances when misapplication/overpayment of monies occur and mail refund checks as appropriate. Explain impacts and changes in billing detailing future bills.

Required Qualifications

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Experience:

Knowledge and Skills:

Preferred Qualifications

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Total Compensation Overview:

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.

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