Insurance Customer Service Associate

Job Description

Job Summary

Customer interfacing call receiver that answers routine insurance inquiries and processes transactions, including renewals and edits of membership accounts, for AAA insurance policyholders.

Products / Services Handled:

Billing and Payments

Single Insurance Product Servicing (ex. auto insurance only or home insurance only)

Basic Membership Sales and Servicing as part of Insurance Service consulting

Essential Functions/Principal Responsibilities

Provides quotes on premium changes for an existing insurance policy.

Endorses policy changes with premium impacts.

Completes necessary insurance documents (cancellation requests, lien holder statements, loss payee, and request for additional information, etc)

Processes policyholder billing inquiries. (Discretionary power within defined threshold)

Responds to and resolves policy holder concerns and inquiries.

Maintains a high level of service with policyholders and meets performance targets as measured quality assurance scores (underwriting accuracy and adherence to regulatory requirements), customer transaction satisfaction, likelihood to renew and refer (Net Promoter Score), etc.

Maintains awareness of all available insurance products and services and proactively promotes them to customers.

Uses active listening skills to identify opportunities to generate interest in additional insurance products, and self-service payment options, to positively impact policyholder retention.

Continuously seeks to improve individual performance to contribute to the broader teamâ??s success.

May processes membership changes, including but not limited to, upgrades and cancellation requests.

Skills & Responsibilities

Knowledge, Skills and Abilities

Preferred:

Clear and concise verbal and written communications.

Mathematical, typing (35 wpm minimum), computer (basic usage and functions) and data entry skills

Computer and Telephony skills (e.g., Microsoft Word, Outlook, etc.), relevant applications (e.g., MemberPoint, Mileage Calculator, etc.).

In-depth working knowledge of AAA auto insurance product (or homeowners if applicable), a general knowledge of all AAA insurance products and familiarity with other AAA Membership products and services.

Comprehension and ability to apply underwriting and regulatory guidelines for AAA auto insurance product (or homeowners if applicable).

Familiarity with Insurance Exchange website information and self-service capability features and functionality

Understands and applies cross-selling techniques

Passion for customer service

Strong interpersonal and customer service skills

Ability to identify customer needs and recommend solutions

Application of good judgment and decision making

Ability to work efficiently both independently and as part of a team

Spanish bilingual skills are desired.  

Language assessment testing will be conducted.

Education, Work Experience, Licenses & Certifications

Preferred:

Bachelor's Degree

1-2 years of personal lines insurance experience or prior AAA experience

P&C Insurance Certificates or Designation through the American Institute of Chartered Property Casualty Underwriters

Property & Casualty License

Required:

High school diploma or equivalent

1 â?? 2 years prior customer service experience

Salary Details

• Medical and dental insurance.
• Auto and home insurance discounts.
• Paid career development training.
• Free AAA Membership.
• 401k with company matching.
• Paid time off.

Location Details

5353 W Bell Rd Glendale, AZ 85308