Title: Insurance Customer Service Representative

Department:  Insurance

FLSA:  Non-exempt

Grade Level:  12NE

Job Code: 6503

Position Summary

Provide service to current and prospective AAA members for Property & Casualty insurance policies, membership and promotion of additional AAA products and services.

Job Responsibilities

30% Communication – Exhibit a high degree of professionalism at all times. Actively listen to determine customers’ needs. Provide well-written and accurate communication inclusive of emails, letters, and documentation.

30% Customer Service – Understand all AAA Insurance offerings and other Club products and services to ensure quality service delivery to members and customers. Effectively resolve member and customer concerns. Demonstrate AAA Core Values in every interaction.

10% Sales – Educate and actively sell relevant insurance products and services during all appropriate interactions. Prospect and generate referrals. Sell and promote AAA membership and other Club products and services. Responsible for effectively closing sales and meeting overall monthly and annual scorecard goals.

20% Technical Knowledge– Effectively utilize Insurance and AAA systems, following established policies and guidelines to manage and respond to inquiries and issues. Serve as a liaison with the insurance carrier(s) to ensure timely underwriting of policies and maintain current knowledge of the insurance carriers’ underwriting guidelines. Participate in training and testing programs as required. Follow required processes and workflow on every interaction. Assist with other projects as assigned.

Education/Certification/Credentials:   

High School diploma/GED required.

Personal Lines Insurance license required

Property & Casualty Insurance license preferred.

Responsible to obtain and maintain the required license or certification in an active status.

Experience:  

1 to 2 years customer service experience required.

Insurance customer service experience preferred.

Insurance management system experience is preferred.

Job Specific Requirements:    

• Working knowledge of computer software and ability to effectively navigate multiple systems.  
• Must be able to resolve problems and work under pressure to diffuse member concerns.
• Work under pressure during periods of high volume.
• Ability to multitask in various areas of insurance sales and service.

Core Competencies:  

1.      Member Excellence

2.      Problem Solving and Decision-Making

3.      Communications Skills

4.      Sense of Urgency & Work Ethic

5.      Multi-Tasking

AAA Core Values: 

1.      Expertise

2.      Accountability

3.      Effective Communication

4.      Passion & Caring

5.      Operational Excellence

Physical Requirements

Administrative

Equal Employment Opportunity Requirements

It is the policy of AAA Inc. to provide equal employment opportunities to all qualified individuals without regard to race, color, religion, national origin, age, gender, marital status, disability, or status as a Vietnam-era or special disabled veteran in accordance with applicable federal, state and local laws.  In addition, AAA, Inc. complies with applicable state and local laws governing nondiscrimination