Florida Hybrid Claim Customer Service Representative – The Auto Club Group

What you will do:

The Auto Club Group is seeking prospective Florida Claim Customer Service Representative who are 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 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.
• Review necessary legal and police/fire reports to process claims as necessary.
• Interpret policy language and applies coverage to authorize or deny claims.
• 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).
• Initiate and create payments, settles or recommend settlement value of claims within specified limits.
• Identify additional claim exposures and create sub-claims as necessary.
• Refer files for investigation as warranted.
• Inform insured of coverage decision on claims within defined scope.
• Respond to claimant inquiries and explains payments.
• Document claim files.
• Review the status of open and closed reserves and makes adjustments consistent with exposures.
• Identify claims for salvage and subrogation potential in accordance to company policy.
• Close claims in a timely manner.
• Ensure compliance with state regulations.
• Handles inbound claim inquiries received via phone, the ACG website and other sources.
• Explain the benefits of company programs to customers, and initiates services, such as arranging for repair inspections, vehicle tows and car rental.
• Provide basic information to members regarding claims procedures in accordance with Customer Interaction Model.
• Promote customer satisfaction and provide seamless service to ensure customer service goals and standards are met.
• 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.

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:

• 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.
• 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

We’re looking for candidates who:

Education (include minimum education and any licensing/certifications):

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

Knowledge and Skills:

Knowledge of:

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

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
• 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 written communications skills (example may be required at time of interview) needed to respond in a professional manner to members/customers inquiries
• Effective listening skills

Ability to learn and apply claim handling skills, including:

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

Ability to:

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

What it’s like to work for us:

We serve our members by making their satisfaction our highest priority. We do what’s right by sustaining an open, honest and ethical work environment. We lead in everything we do by offering best-in-class products, benefits and services. And we value our employees by seeking the best talent, rewarding high performance and holding ourselves accountable.

All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences and viewpoints, realizing our differences make us stronger.

Who we are:

The Auto Club Group helps AAA Members enjoy life’s journey with peace of mind by providing innovative solutions, advocacy and membership benefits wherever and whenever they need them. We currently conduct business in 13 states in the upper Midwest and the Southeast.

The Auto Club Group has established four long-term enterprise goals:

• Long-term, sustainable, profitable growth
• AAA Membership growth and renewal
• Operational excellence
• Become the “flagship club” of the AAA Federation

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 principle 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 of 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.

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