Specialist IRU

Job Summary

This position is part of the Policy Management Group (PMG) and Insurance Retention Unit (IRU) that makes outbound phone calls to at-risk policy segments. The objective is to improve insurance business retention. Responsibilities include performing insurance sales or underwriting processing functions with an overall emphasis on maintaining our insurance business relationship with members. Mediate insured's cancellation requests and inquiries via telephone or internet.

The position is responsible for two or more of the following areas: membership, retention, and insurance.

Job Duties

• Using a predictive dialing tool call pre-defined insurance policyholders to avert the possibility of cancellation. Call campaigns include but are not limited to; Auto and Home Pre-Renewal, Cancel Non-Payment (CNP), Terminated Renewal for Non-Payment (TRNP), National Change of Address (NCOA), EFT Rejects, and Permitted to Operator (P-to-O), and ad-hoc campaigns. Promote benefits of AAA insurance, secure intent to renew, offer review of insurance policy, and answer any policy related questions. Ensure documentation is accurate and complete, using the accepted underwriting criteria, procedures and quality standards.
• Handle inbound insurance services calls regarding to member requests, billing inquiries, policy reviews, and any other insurance related inquiries.
• Maintain up-to-date thorough working knowledge of insurance products, features, and benefits. Attend all required training.
• Identify cross-sell opportunities based on members’ product needs and service requests. Enhance member relationship by diversifying use of products and services. Provide sales leads to insurance, travel and other departments as appropriate.
• Work focuses on the ability to retain insurance business. During the retention interaction, obstacles and conflicts can arise that require the ability to multi-task and quickly provide solutions to various issues. Occasionally matters need to be referred to supervision for resolution.
  
  

Qualifications

• Bachelors Equivalent combination of education and experience Preferred
• 1-3 years Insurance Services Preferred
• Professional communication skills required, both written and verbal
• Demonstrated ability to prioritize tasks and assignments required
• Proficiency in Microsoft Office software, including Outlook, Word and Excel required
• Property and Casualty Insurance License, valid in selling state - Issued by State Required
  
  

Scope

• Work is accomplished with moderate supervision. Follows established and detailed directions. Work is reviewed for accuracy and overall adequacy.
• Provides resolution to an assortment of problems that are typically well defined, but some clarification or judgment is required to determine action, as additional information about the problem/task is discovered. Uses judgment within defined practices/procedures to determine appropriate action. Problem/Task resolution timeframe: Inclusive of shorter timeframes, but the majority of tasks take up to several weeks to resolve.
• Under general supervision, proceeds alone for regular duties, referring questionable cases to supervisor.
• Individual Contributor
• Failure to achieve results or erroneous judgments may require the allocation of additional resources to correct and/or achieve goals.
• Contacts are primarily within the department or function with occasional cross-functional interfaces. Some limited external customer contact on routine matters.
  
  

Our Sales Agents start at an hourly rate of $21.00. After completion of the training program, our full-time Sales Agents successfully meeting sales goals earn on average between $54,900-$67,100 annually.

Remarkable benefits:

• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts (membership, insurance, travel, entertainment, services and more!)
  
  

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).