Remote – Insurance Retention Specialist

The Auto Club Group (ACG) provides membership, travel, insurance, and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second-largest AAA club in North America.

$1000 Sign-On Bonus for Licensed New Hires

**To qualify for the Sign-On Bonus, applicants must be new to ACG. Additional details can be provided by our Recruiting Team at the time of application**

Primary Duties and Responsibilities:

Provide a high level of customer-focused sales and service in a high volume, fast-paced call center environment, using PC, Internet, and ACD phone technology. Receive inbound calls transferred from the Customer Service Centers when customer requests to cancel because rates are too high and/or poor service. Contact policyholders regarding non-renewals, Intents to cancel and Offers to Reinstate. Make sound recommendations to meet the customers’ needs (e.g. upsell; uprate; downrate) by completing a full policy analysis; (Household Policy Review) and provide coverage counseling and discuss benefits and features of the existing policy; re-establish the value of ACG Products. Comply with applicable company underwriting guidelines; offer customers an opportunity to make sure they are taking advantage of all the discounts that are available to them. Ask customers to continue Insurance with ACG.

Write New Business, rewrite and reinstate insurance policies according to underwriting and business rules. Complete 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 underwriting, insureds, mortgage companies, processing, and other sources regarding ratings, premiums, billing problems, and cancellations and obtain and verify payments and other types of information.

Provide efficient processing of customer policies, endorsements, and status and coverage changes.

Respond to telephone calls from customers that are either cancelling their policy today, or a day in the future. Ability to comprehend and understand 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. Explain impacts and changes in billing detailing future bills.

Total Compensation Overview:

Insurance Retention Specialists will earn a competitive annual salary of: $36,017.28 - $64,022.40
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

Required Qualifications:

Education:

High School diploma or equivalent

Currently hold or successfully attain appropriate State Property & Casualty Sales licenses within timeframe designated by ACG may be required to attain and maintain state membership licenses as appropriate by department

Experience:

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 billing analysis and adjustments to account balances, etc.

Knowledge and Skills:

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.

Promote the sale of all company insurance and membership products

Achieve insurance and membership save goals and other performance expectations as defined by management

Home Office Requirements include:

A designated workspace free from interruptions and distractions
Workspace large enough for 2 monitors, laptop and phone
100mb per second high-speed Internet with ability to connect a computer and phone line directly into a modem
Personal laptop or computer (Chrome Book or Tablets will not provide the necessary bandwidth to perform duties)
Personal cell phone with ability to download company apps for network access

Preferred Qualifications

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.
Navigating and entering information between multiple different programs & screens.

Knowledge of:

ACG insurance products, features, and services.
ACG membership services and products.
ACG subsidiary products.
ACG equity and group billing.
ACG Auto and Homeowner’s insurance terminology and explanation of coverages.

Work Environment:

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

Legal Requirements

No felony convictions within the past seven years

Credit report with no open bankruptcies or showing delinquent debt over $50,000

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This description is not intended to be a complete statement of the position, but rather to act as a guide to the general work to be performed and responsibilities of the role. The requirements are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Delivering value, safety, and total peace of mind every day is not just our business, it’s our purpose.

Join our team.

Dedicated. Innovative. Driven. Successful.

What it’s like to work for us:

We serve our members by making their satisfaction our highest priority. We do what’s right by sustaining an open, honest, and ethical work environment. We lead in everything we do by offering best-in-class products, benefits, and services. And we value our employees by seeking the best talent, rewarding high performance, and holding ourselves accountable.

All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

Who we are:

The Auto Club Group helps AAA Members enjoy life’s journey with peace of mind by providing innovative solutions, advocacy, and membership benefits wherever and whenever they need them. We currently conduct business in 13 states in the upper Midwest and the Southeast.

The Auto Club Group has established four long-term enterprise goals:

Long-term, sustainable, profitable growth
AAA Membership growth and renewal
Operational excellence
Become the “flagship club” of the AAA Federation

Important Note:

The above statements describe the principle 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 of 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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