Licensed Insurance Customer Service Representative - Merrillville, IN

Job Type: Full time

Exempt/Non Exempt:

Job Description:

Location Details:

• This is an on-site opportunity in our Merrillville, IN branch location.

Position Schedule / Shift:

Monday - Friday 8:30am – 5:30pm

Position Summary

The Auto Club Group is seeking a customer-focused Field Insurance Service Representative to support members with insurance policies, payments, renewals, and product inquiries. This role combines service, problem-solving, and sales support to help members protect what matters most while promoting ACG’s insurance, membership, and financial products.

Key Responsibilities

Customer Service & Member Support

• Respond to customer insurance inquiries, explain product features and ACG service advantages, support sales processing, and resolve member/customer complaints with management support as needed.

• Participate in team service efforts and help deliver consistent, customer-focused support.

Insurance Policy Servicing & Processing

• Service insurance policies and process applications, renewals, policy changes, endorsements, status or coverage changes, amendments, transfers, billing questions, and new business applications in accordance with state rules and corporate policies.

• Respond to insurance availability, eligibility, and coverage questions; prepare proposals; update electronic member information; maintain filing systems; and provide general agency support.

Sales, Quotes & Referrals

• Provide insurance product quotes, apply underwriting and business rules and eligible discounts, complete sales, identify cross-sell opportunities, and promote insurance, membership, financial products, credit cards, Travel, and Life referrals.

• Refer customers to agents when appropriate.

Payments, Renewals & Retention

• Process insurance and membership payments, including initial, installment, lapse, and reinstatement payments; conduct retention calls; and contact members/insureds regarding delinquent memberships, late premiums, reinstatements, and cancellations.

• Support outbound promotional and retention calling while promoting ACG products and services following established guidelines.

Community & Office Support

• Assist with office events that generate insurance revenue, increase member product awareness, and support local community activities.

Required Qualifications

• High School Diploma or equivalent

• Current Property & Casualty Insurance license.

• Ability to qualify for, obtain, and maintain all required state licenses and appointments to sell and/or service Auto Club Group Membership products.

• Successful completion of Customer Service, Insurance, and Membership training within 6 months of hire.

Work Experience:

• Customer Service & Communication

• Provide a high level of customer-focused service.

• Respond to billing and coverage questions.

• Present complex information in a clear and concise manner.

• Insurance Servicing & Transactions

• Service insurance policies and process applications, renewals, and amendments.

• Process monetary transactions, including taking payments.

• Sales Support

• Promote the sale of insurance products and services using established guidelines.

Knowledge and Skills:

• Insurance Knowledge & Sales

• Analyze member/potential customer insurance needs and determine appropriate levels of coverage.

• Prepare appropriate rate quotations.

• Organize, plan, and promote the sale of ACG insurance and membership products and services.

• Understand insurance terminology, general insurance regulations, underwriting procedures, and sales regulatory and compliance guidelines.

• Systems, Records & Administration

• Use insurance and/or membership systems, such as PPS, POS, IMS, and IPM.

• Maintain accurate records.

• Proficiently use Microsoft Office products.

• Communication, Math & Customer Service

• Read, comprehend, and communicate clearly and concisely with coworkers and the public, including explaining instructions, rules, and procedures.

• Perform mathematical calculations to accurately complete monetary transactions.

• Exceed member expectations through professionalism, efficient and effective service, and proper maintenance of the workstation and office facility.

• Work Style & Training

• Work effectively in a team environment and independently with minimal supervision.

• Perform outbound service calls.

• Work under pressure in a high-volume, fast-paced customer service environment.

• Successfully complete appropriate training related to all Auto Club Group products and services.

Work Environment

Work in a temperature-controlled office environment. Willingness and ability to work irregular hours to include weekends, holidays, and community events.

Compensation & Benefits Overview

ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

Compensation:

Starting pay ranges from $23.00 to $25.50 per hour, based on experience.

Benefits:

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.

• Prescription drug coverage.

• Dental and vision benefits.

• Employee Assistance Program (confidential support services).
  
  

Financial Protection & Insurance

• Company-paid basic life insurance.

• Optional supplemental life insurance and dependent coverage.

• Short-term and long-term disability coverage.

• Critical illness, accident, and pet insurance options.
  
  

Retirement & Savings

• 401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.
  
  

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.

• Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.

• Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• Tuition assistance

• Professional certification support with 100% reimbursement for eligible programs.

• Opportunities for career development and advancement.

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts.

• Adoption assistance program.

Job Posting Period:

• This position is open and accepting applications on an ongoing basis and may close at any time once a qualified candidate pool is identified.

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

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 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.