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 FORWARD

Job Type:

Full time

 

Exempt/Non Exempt:

 

Hourly

Job Description:

 

Eligible candidates must live within 50 miles of Dearborn, Michigan for consideration

Michigan Claim Customer Service Representative – AAA The Auto Club Group

Reports To: Claim Manager as appropriate

What 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:

None

How you will benefit:

• A competitive hourly salary between $19.00 - $22.00
• ACG offers excellent and comprehensive benefits packages, including:
• Medical, dental and vision benefits
• 401k Match
• Paid parental leave and adoption assistance
• Paid Time Off (PTO), company paid holidays, CEO days, and floating holidays
• Paid volunteer day annually
• Tuition assistance program, professional certification reimbursement program and other professional development opportunities
• AAA Membership
• Discounts, perks, and rewards and much more

We’re looking for candidates who:

Education:

• High School Diploma or equivalent

• Completion of AAA approved call center training program, appropriate level ACG Claim Representative Training program and ongoing training and certification for the position

• Must 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 problems

Knowledge of:

• Claim processing policy and procedures

• General claim processing functions

• Claim processing systems

• Telephone etiquette

Ability to provide a high level of cus