AAA The Auto Club Group Hiring for Claim Customer Service Rep-Remote at Remote Full Time

Full time

Hourly

• 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 ed facts
• 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
• Ensures compliance with state regulations
• Completes first notice of loss (FNOL) 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, Guidewire, WINS, SPI, Point of Sale, Intranet/Internet, manuals and call center models). Responds to members/customers questions in a timely manner

• 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

• 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).

• 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.)
• Analyzing and resolving problems

• Claim processing policy and procedures
• General claim processing functions
• Claim processing systems
• Telephone etiquette

• 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

• Policy analysis and coverage application
• Claim payment coding, issuance, and exception handling
• Proactive customer contact and issue resolution
• Car rental coverage knowledge
• Claims’ related policies and procedures
• Auto and home repair estimate basics and compliance review
• State compliance requirements
• Understand insurance fraud scenarios and recognize potential fraud indicators
• Issue written correspondence
• Prioritize claims-related functions
• Successfully complete at least one of the following within 9 months of hire:
  • AAA general claim policy training;
  • Policy, negligence and no-fault training
• Work independently
• Able to adapt to change
• Work under pressure
• Record and maintain information accurately and in a timely fashion
• Work effectively in a team environment
• Sit for the majority of the work day
• Willingness and ability to work irregular shifts, including weekends and holidays.

• 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

• A claim related field such as insurance, automotive, medical or legal services
• A call center environment
• Utilizing ACG automated systems
• Investigating and resolving claims related problems
• Handling claims or claim support tasks such as processing glass claims, car rentals, invoice payments, etc.

• ACG insurance processes and procedures
• Auto and home repair basics and cost estimating
• State insurance laws
• Regulatory compliance requirements
• Property and casualty insurance policy language and provisions
• Claims quality service standards
• Liability, negligence, No-Fault principles and subrogation