Receives incoming phone calls and emails to the Insurance Call Center; utilizes knowledge of Insurance industry and Club Insurance Agency policies and procedures to provide efficient and professional Five Diamond Service; processes changes requests and endorsements, explains all aspects of coverage, identifies opportunities to apply discounts and acts as liaison for information exchange with insurance companies.
Capitalizes on opportunities to upgrade insurance coverage; keeps abreast of all insurance products offered by the Insurance Agency; cross sells other products and services offered by the Club.
Counsels clients as to procedural matters and options available while pursuing a claim; records loss reports and assists with questions and complaints that arise as claims progress; may work with insurance companies to ensure that customers receive optimal customer service.
Exchanges information with insurance companies, underwriters, banks, car dealers, etc. to facilitate processing of customer paperwork and to build and manage customer relationships; identifies opportunities to improve service delivery; makes recommendations to supervisor.
Supports Insurance Agency strategic initiatives by administering retention programs; contacts members, identifies need for particular insurance, surveys, sells and cross sells. Supports Agency Call Center staffing needs at acceptable levels during all hours of operation.
Utilizes company and agency resources to stay informed about new coverages and products.
Performs other job-related duties as assigned.
High school diploma or GED required.
Three years' customer service experience in the Insurance industry preferred.
Successful completion of CSR training required.
Valid P&C License required.
Attainment Service Tier Insurance designation (ARC, CISR, ACSR) within two years of job entry.
Demonstrated sales ability preferred.
Knowledge of P&C lines, and billing, claims, policy issuance and underwriting required.
Thorough knowledge of the scope of an agent's authority required.
Must have excellent communication skills.
Ability to function as a team member.
Ability to adapt to changing priorities and conditions.
Must be able to perform tasks with great accuracy and attention to detail.
Must develop good rapport with industry contacts, such as company underwriters.
Strong organizational and time management skills required.
Strong problem solving skills.
Ability to operate a computer with current software applications.
Demonstrates strong technical skills utilizing various company and agency websites and systems.
AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.