Michigan Claim Customer Service Representative

It’s a great time to join AAA The Auto Club Group!JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARDJob Type:Full timeExempt/Non Exempt:HourlyJob Description:Attendance is mandatory during the initial 90-day training and probationary period for this position. New hires are expected to be present for all scheduled training sessions. Absences, tardiness, or early departures during this period may impact continued employment. Candidates should ensure they are able to meet these attendance expectations before applying for consideration. Eligible candidates must also live within 50 miles of Dearborn, Michigan for consideration.Michigan Claim Customer Service Representative – AAA The Auto Club GroupReports To: Claim Manager as appropriateWhat you will do :Claim Customer Service Representatives will be responsible for taking first notice of loss, handling claim inquiries, initiating claim services, and handling low-complexity, one-touch claims in a call center environment.Identifies non-complex claims for one-touch claim adjudication upon intake.Determines the type and extent of loss and ensures the claim is consistent with all reported facts.Reviews necessary legal and police/fire reports to process claims as necessary.Interprets policy language and applies coverage to authorize or deny claims.Initiates services, authorizes, and resolves issues related to services such as car rental and vehicle repairs and non-complex homeowner claims (e.g. food spoilage).Initiates and creates payments, settles or recommends settlement value of claims within specified limits.Identifies additional claim exposures and creates sub-claims as necessary.Refers files for investigation as warranted. Informs insured of coverage decision on claims within defined scope.Responds to claimant inquiries and explains payments.Reviews the status of open and closed reserves and adjusts consistent with exposures. Identify claims for salvage and subrogation potential in accordance to company policy.Ensure compliance with state regulations.Completes first notice of loss for all policy products and handles inbound claim inquiries received via phone, the ACG website and other sources.Explains the benefits of company programs to customers, and initiate services, such as arranging for repair inspections, vehicle tows and car rental.Provides basic information to members regarding claims procedures in accordance with Customer Interaction Model.Promotes customer satisfaction and provides seamless service to ensure customer service goals and standards are met.Navigates through various sources of information and claim processing systems (E.g., FACTS, CPS, Point of Sale, IPM insurance systems, Intranet/Internet, manuals and call center models). Responds to members/customers questions in a timely manner.Supervisory Responsibilities:NoneHow you will benefit:A competitive hourly salary between $19.00 - $22.00ACG offers excellent and comprehensive benefits packages, including:Medical, dental and vision benefits401k MatchPaid parental leave and adoption assistancePaid Time Off (PTO), company paid holidays, CEO days, and floating holidaysPaid volunteer day annuallyTuition assistance program, professional certification reimbursement program and other professional development opportunitiesAAA MembershipDiscounts, perks, and rewards and much moreWe’re looking for candidates who:Education:High School Diploma or equivalentCompletion of AAA approved call center training program, appropriate level ACG Claim Representative Training program and ongoing training and certification for the positionMust be eligible to acquire and maintain a state adjuster’s license for appropriate state(s).Experience:Processing FNOL information and handling claim inquiries utilizing PCs and software packages (e.g. ACG claim systems, Microsoft Word, Excel)Reading and comprehending various Customer Care service tools (manuals, work models, etc.)Performing mathematical calculations including adding, subtracting, percentages, etc.Analyzing and resolving problemsKnowledge of:Claim processing policy and proceduresGeneral claim processing functionsClaim processing systemsTelephone etiquetteAbility to provide a high level of customer service in a professional call center environment using the following skills:Strong interpersonal skills demonstrated through work experience, participation in extra-curricular activities and/or community involvementStrong communication skills required in understanding customers’ concerns and to provide high quality customer service as demonstrated through the effective use of the customer care call center modelEffective listening skillsAbility to learn and apply claim handling skills, including:Policy analysis and coverage applicationClaim payment coding, issuance, and exception handlingProactive customer contact and issue resolutionCar rental coverage knowledgeClaims’ related policies and proceduresAuto and home repair estimate basics and compliance reviewState compliance requirementsSubrogation identification and referral (e.g. MI liability basics regarding uninsured motorists)Understand insurance fraud scenarios and recognize potential fraud indicatorsIssue written correspondencePrioritize claims-related functionsSuccessfully complete at least one of the following within 9 months of hire:AAA general claim policy training.Policy, negligence and no-fault trainingWork independentlyWork under pressureRecord and maintain information accurately and in a timely fashionWork effectively in a team environmentSit for the majority of the workdayWillingness and ability to work irregular shifts, including weekends and holidays.Preferred Qualifications :Education:Associate’s degree in Business Administration or a related field, or the equivalent in related work experience.Completion of (IIA) Insurance Institute of America or other insurance coursework.Experience to include :A claim related field such as insurance, automotive, medical or legal servicesA call center environmentUtilizing ACG automated systemsInvestigating and resolving claims related problemsHandling claims or claims support tasks such as processing glass claims, car rentals, invoice payments, etc.Knowledge of:ACG insurance processes and proceduresauto and home repair basics and cost estimatingState insurance lawsRegulatory compliance requirementsProperty and casualty insurance policy language and provisionsClaims quality service standardsLiability, negligence, No-Fault principles and subrogationWork EnvironmentThis position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.Who We AreBecome 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 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. #J-18808-Ljbffr