Claim Customer Service Representative -Michigan

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Job Type:

Full time

 

Exempt/Non Exempt:

 

Hourly

Job Description:

 

Claim Customer Service Representative – The Auto Club Group

What you will do:

AAA The Auto Club Group is seeking a Claim Customer Service Representative who 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.

In this position, you will have the opportunity to:

• 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. 

How you will benefit:

Claim Customer Service Representative will earn a competitive salary of $19.00-$24.00 per hour to with annual bonus potential based on performance.

• Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
  • 401k Match
  • Medical
  • Dental
  • Vision
  • PTO
  • Paid Holidays
  • Tuition Reimbursement

We’re looking for candidates who:

Education (include minimum education and any licensing/certifications):

• 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 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 involvement
• Strong 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 model
• effective listening skills

Ability to learn and apply claim handling skills, including:<