Insurance & Member Relations Specialist - ( 2100002Z )
Description
Insurance & Member Relations Specialist - The Auto Club Group
What you will do: (Primary Duties & Responsibilities):
Provide a high level of customer-focused sales and service in a high volume, fast paced call center environment. Deliver advanced technical customer service and provide product information in response to customer calls regarding higher value, complex insurance policies that require additional knowledge of company insurance policies, processes and procedures rules (e.g. high value homeowner, specialty vehicle and umbrella insurance policies). Serve as an escalation specialist for various complaints concerning repeated issues with insurance related customer service, policy issues or requests to cancel coverage.
Investigate, mediate and resolve issues arising as a result of escalated insurance customer service calls. Ensure that complaints received are acknowledged and resolved in accordance with company guidelines and the department standards. Make outbound follow-up calls to customers in response to questions or complaints. Advise customers regarding problem resolution and communicate corporate procedures/processes to explain action. Work with other team members to assist in problem resolution. Work with supervisor to identify and analyze complaint trends arising within a particular function or process and offer recommendations for rectifying or eliminating the root cause. Provide support to sales and service personnel regarding business rules and processing issues.
Write, rewrite and/or reinstate complex insurance policies that require additional actions and processes according to underwriting and business. Provide efficient processing of complex customer policies, endorsements, and status and coverage changes. In accordance with established procedures, review more complex policies that are in a cancelled status and determine whether reinstatement is an option. 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. Recognize cross-selling opportunities to promote additional company products within the context of servicing a change to an existing customer's policy. Complete membership and/or insurance applications, endorsements and change forms (e.g. address change, etc.) as necessary. Accept payments at point of sale.
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.
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.
Experience in /with:
Handling escalated customer service calls
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
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
How you will benefit:
Qualifications
We're looking for candidates who: (Required/Preferred Qualifications)
Required Qualifications:
Education:
High School diploma or equivalent
Must currently have Residential State Property & Causalty Insurance sales License.
Must attain State Property & Casualty insurance sales licenses for additional applicable states within 30/60 days
May be required to attain and maintain state membership licenses as appropriate by department
Need to live within a 50 Mile radius of Dearborn, Michigan AOB
Preferred Qualifications:
- Associates Degree or higher
Experience in /with:
Providing a high level of customer-focused service
Assisting customers under difficult and/or stressful conditions
Investigating and resolving complex problems
Providing a high level of customer service/relationship development
Understanding workflow processes
Working under pressure
Navigating through PC applications
Knowledge and Skills:
Knowledge of:
Company insurance and membership products, services, systems and processes
Complaint handling techniques
Quality service techniques
Process improvement techniques
Process documentation
Customer care service standards
Company website and functionality
Ability to:
Complete appropriate training relative to all company products and services
Handling customer escalations with regard to issues and policy cancelations
Assist customers regarding complex insurance policies that require additional insurance knowledge
Attain and maintain any Life and Health insurance sales license for any member state as appropriate
Investigate and resolve sales related problems
Demonstrate advanced insurance and product knowledge with an advanced 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
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 sales goals and other performance expectations as defined by management
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 C