Licensed Customer Service Representative -Charlotte, NC (Ballantyne)

Field Insurance Service Representative

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.

Location Details: 11338 North Community House Road Charlotte, NC 28277 (This position is on-site)

Position Schedule / Shift: Monday - Friday 8:30am - 6pm (Possible Rotating Saturday's 9:00am - 1:00pm)

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 (up to $5,25