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Job Type:

Full time

Exempt/Non Exempt:

Hourly

Job Description:

Position Description

Primary Duties and Responsibilities:

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.

Identifies non-complex claims for one-touch claim adjudication upon intake. Determines the type and extent of loss and ensures the claim is consistent with all reported facts. Reviews necessary legal and police/fire reports to process claims as necessary. Interprets policy language and applies coverage to authorize or deny claims. Initiates services, authorizes, and resolves issues related to services such as car rental and vehicle repairs and non-complex homeowner claims (e.g. food spoilage). Initiates and creates payments, settles or recommends settlement value of claims within specified limits. Identifies additional claim exposures and creates sub-claims as necessary. Refers files for investigation as warranted. Informs insured of coverage decision on claims within defined scope. Responds to claimant inquiries and explains payments. Documents claim files. Reviews 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. Closes claims in a timely manner. Ensure compliance with state regulations.

Completes first notice of loss (FNOL) for all policy products and handles inbound claim inquiries received via phone, the ACG website and other sources. Explains the benefits of company programs to customers, and initiates services, such as arranging for repair inspections, vehicle tows and car rental. Provides basic information to members regarding claims procedures in accordance with Customer Interaction Model. Promotes customer satisfaction and provides seamless service to ensure customer service goals and standards are met. Navigates through various sources of information and claim processing systems (E.g., FACTS, CPS, Point of Sale, IPM insurance systems, Intranet/Internet, manuals and call center models). Responds to members/customers questions in a timely manner.

Required Qualifications (these are the minimum requirements to qualify):

Education:

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 FNOL 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

Knowledge and Skills:

Knowledge of:

claim processing policy and procedures
general claim processing functions
claim processing systems
telephone etiquette

Ability to:

provide a high level of customer service in a professional call center environment using the following skills:
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 (e.g. MI liability basics regarding uninsured motorists)
understand insurance fraud scenarios and recognize potential fraud indicators
issue written correspondence
prioritize claims-related functions
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.

Preferred Qualifications

Education:

Associate’s degree in Business Administration or a related field, or the equivalent in related work experience.
Completion of (IIA) Insurance Institute of America or other insurance coursework.

Experience:

North or South Carolina Adjuster's license preferred, but not required
Working within a claim related field such as insurance, automotive, medical or legal services
Working withing a call center
Investigating and resolving claims related problems
Handling claims or claim support tasks
Bilingual - Spanish
Customer service background
Excellent communication both oral and written

Knowledge of:

Auto and home repair basics and cost estimating
State insurance laws, specifically North and South Carolina
Property and casualty insurance policy language and provisions
Liability, negligence, No-Fault principles and subrogation insurance claims

Work Environment

This position is currently available on a hybrid basis only. Employees will work remotely from a home office location for most day-to-day operations with in- office reporting and travel for duties, meetings, collaborative activities, or team building activities specified by leadership. This reporting status is subject to change based on amendments and/or modifications to the ACG Flex Work policy. Eligible candidates must reside in the Charlotte, NC area or a commutable distance.

With our powerful brand and the mentoring, we offer, you will find your position as a Claim Customer Service Representative can lead to a rewarding career at our growing organization.

How you will benefit:
The Claim Customer Service Representative will earn a competitive salary of $18.00 to $22.00 per hour with annual bonus potential based on performance.
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

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 www.aaa.com

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 principal 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 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.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.

401k Match

Medical

Dental

Vision

PTO

Paid Holidays

Tuition Reimbursement

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