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Job Type:

Job Description:

Reports to (job title):

Supervisor or Manager

I. Position Description

Primary Duties and Responsibilities (details of the basic job functions)

Provide a high level of customer-focused sales in a high volume, fast paced call center environment, using PC, Internet and ACD phone technology. Provide advanced technical and product information in response to customer questions and/or problems in accordance with corporate policies and procedures. Explain product features and service advantages to existing and potential customers for the purpose of promoting and selling the various membership and/or insurance products and services in order to achieve sales production goals. Recognize and promote cross-sales opportunities within the context of servicing a change to an existing customer's policy. Provide price quotes on all insurance products which factor in all applicable rules (underwriting, business, etc.) and discounts in an effort to complete the sale. Rewrite and reinstate insurance policies according to underwriting and business rules. Complete membership and/or 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 sales representatives, insureds, mortgage companies, and other sources regarding ratings, premiums, billing problems and cancellations and to obtain and verify payments and other types of information.

Provide efficient processing of customer policies, endorsements, and status and coverage changes. Assist agents in resolving technical and business related issues. May assist other Customer Interaction Centers (e.g. Emergency Road Service, Claims, Membership, Travel, etc.) in servicing members and/or customers when necessary to ensure quality service goals are met.

Respond to telephone calls from customers and agents regarding 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. Process returned bank items, write-off service fees, extensions, etc. to correct balances and premium payment records. Contact sales agents to correct receipt-cash discrepancies as needed.

Supervisory Responsibilities (briefly describe, if applicable, or indicate None)

None

II. Required Qualifications (these are the minimum requirements to qualify)

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

• High School diploma or equivalent
• Current Property & Casualty Insurance license
• may be required to attain and maintain state membership licenses as appropriate by department

Experience in / with:

• providing a high level of customer-focused service
• competently entering information on various screens using a PC keyboard
• navigating through a PC Windows environment, including accessing information from multiple applications
• managing and navigating multiple sources of information and applying them as needed
• performing monetary transactions (e.g., entering key data into cash terminal, adjusting account balances, etc.
• Cross-selling

Knowledge and Skills:

Ability to:

• complete appropriate training relative to all company products and services

• demonstrate advanced insurance and product knowledge with a high level of technical skills
• demonstrate excellent customer service skills in a fast paced, customer focused call center environment

• work within a team environment with minimal supervision
• present complex information in a clear, concise manner
• maintain accurate records
• read, comprehend and communicate clearly and concisely in the work environment and with the public (e.g., explain instructions, rules and procedures)

• demonstrate effective use of time management
• demonstrate strong skills in use of PC applications such as Microsoft Office

• attain and maintain any Property, Casualty, Life and Health insurance sales license for any member state as appropriate
• promote the sale of all company insurance and membership products
• achieve insurance and membership sales goals and other performance expectations as defined by management

III. Preferred Qualifications

Education:

• college level coursework, certification or equivalent (i.e., continuous learning).

Experience in /with:

• working in a customer service call center environment
• working with home and/or auto insurance products
• operating windows and non-windows based systems
• preparing rate quotations
• investigating and resolving sales related problems
• navigating and entering information between multiple different programs & screens

Knowledge of:

• company insurance products, features and services

• company membership services and products
• company subsidiary products
• equity and group billing

• auto and homeowner's insurance terminology and explanation of coverages

IV. Work Environment

Work in a temperature-controlled office environment. Willingness and ability to work extended/irregular hours to include weekends/holidays.

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