What are the responsibilities and job description for the Field Service Representative position at AAA-The Auto Club Group?
Location Details:
This is an on-site position in our Petoskey, MI location.
Position Schedule / Shift:
Schedule will consist of hours worked· Monday - Friday between 8:30AM - 5:30PM along with rotational hours on Saturday.
Position Summary
The Auto Club Group is seeking a customer-focused Field Insurance Service Representative to support members with insurance policies, payments, renewals, and product inquiries. This role combines service, problem-solving, and sales support to help members protect what matters most while promoting ACG’s insurance, membership, and financial products.
Key Responsibilities
Customer Service & Member Support
- Respond to customer insurance inquiries, explain product features and ACG service advantages, support sales processing, and resolve member/customer complaints with management support as needed.
- Participate in team service efforts and help deliver consistent, customer-focused support.
Insurance Policy Servicing & Processing
- Service insurance policies and process applications, renewals, policy changes, endorsements, status or coverage changes, amendments, transfers, billing questions, and new business applications in accordance with state rules and corporate policies.
- Respond to insurance availability, eligibility, and coverage questions; prepare proposals; update electronic member information; maintain filing systems; and provide general agency support.
Sales, Quotes & Referrals
- Provide insurance product quotes, apply underwriting and business rules and eligible discounts, complete sales, identify cross-sell opportunities, and promote insurance, membership, financial products, credit cards, Travel, and Life referrals.
- Refer customers to agents when appropriate.
Payments, Renewals & Retention
- Process insurance and membership payments, including initial, installment, lapse, and reinstatement payments; conduct retention calls; and contact members/insureds regarding delinquent memberships, late premiums, reinstatements, and cancellations.
- Support outbound promotional and retention calling while promoting ACG products and services following established guidelines.
Community & Office Support
- Assist with office events that generate insurance revenue, increase member product awareness, and support local community activities.