The Auto Club Group
Claim Customer Service Representative- Tampa, Florida
The Auto Club Group, Tampa, Florida, United States, 33602
Claim Customer Service Representative
The Auto Club Group
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: The Auto Club Group is seeking a Florida 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: Identify non-complex claims for one-touch claim adjudication upon intake. Determine the type and extent of loss and ensures the claim is consistent with all reported facts. Review necessary legal and police/fire reports to process claims as necessary. Interpret policy language and applies coverage to authorize or deny claims. Initiate services, authorizes, and resolve issues related to services such as car rental and vehicle repairs and non-complex homeowner claims (e.g., food spoilage). Initiate and create payments, settles, or recommend settlement value of claims within specified limits. Identify additional claim exposures and create sub-claims as necessary. Refer files for investigation as warranted. Inform insured of coverage decision on claims within defined scope. Respond to claimant inquiries and explains payments. Document claim files. Review the status of open and closed reserves and makes adjustments consistent with exposures. Identify claims for salvage and subrogation potential in accordance to company policy. Close claims in a timely manner. Ensure compliance with state regulations. Handles inbound claim inquiries received via phone, the ACG website and other sources. Explain the benefits of company programs to customers, and initiates services, such as arranging for repair inspections, vehicle tows and car rental. Provide basic information to members regarding claims procedures in accordance with Customer Interaction Model. Promote customer satisfaction and provide seamless service to ensure customer service goals and standards are met. Navigate through various sources of information and claim processing systems (E.g., FACTS, CPS, Point of Sale, IPM insurance systems, Intranet/Internet, and manuals). Respond to members/customers questions in a timely manner. With our powerful brand and the mentoring, we offer, you will find your position as a Florida Claim Customer Service Representative can lead to a rewarding career at our growing organization. How you will benefit: Our Auto Club Group Claim Customer Service Representative earns a competitive hourly rate of $20.00 - $ 23.00 to start along with the opportunity for an annual company bonus incentive. 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). Florida handling must hold a Florida State Adjuster License Experience: Processing 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 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. Knowledge and Skills: Knowledge of: Claim processing policy and procedures General claim processing functions Claim processing systems Telephone etiquette 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 Ability to provide a high level of customer service: 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 Excellent verbal communication skills service Strong written communications skills (example may be required at time of interview) needed to respond in a professional manner to members/customers inquiries Effective listening skills Ability to learn and apply claim handling skills, including: 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 Subrogation identification and referral Understand insurance fraud scenarios and recognize potential fraud indicators Issue written correspondence Prioritize claims-related functions Ability to: Successfully complete at least one of the following within 9 months of hire: AAA general claim policy training. Policy, negligence, and no-fault training Proactively contact and effectively interact with the public and business partners through outbound communication Work independently Communicate effectively over the telephone 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 workday Willingness and ability to work irregular shifts, including weekends and holidays Must reside within 50 miles from our Tampa Florida Location Work Environment: This is a hybrid work arrangement (time spent in office and remote). Depending on the employee's role and leadership's assessment, some employees will come in to an ACG facility on a weekly basis, a monthly basis, or on an "as needed" basis for key meetings and collaborative activities. Most employees will be required to come into the office, at a minimum, for important departmental meetings or teambuilding events.
The Auto Club Group
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: The Auto Club Group is seeking a Florida 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: Identify non-complex claims for one-touch claim adjudication upon intake. Determine the type and extent of loss and ensures the claim is consistent with all reported facts. Review necessary legal and police/fire reports to process claims as necessary. Interpret policy language and applies coverage to authorize or deny claims. Initiate services, authorizes, and resolve issues related to services such as car rental and vehicle repairs and non-complex homeowner claims (e.g., food spoilage). Initiate and create payments, settles, or recommend settlement value of claims within specified limits. Identify additional claim exposures and create sub-claims as necessary. Refer files for investigation as warranted. Inform insured of coverage decision on claims within defined scope. Respond to claimant inquiries and explains payments. Document claim files. Review the status of open and closed reserves and makes adjustments consistent with exposures. Identify claims for salvage and subrogation potential in accordance to company policy. Close claims in a timely manner. Ensure compliance with state regulations. Handles inbound claim inquiries received via phone, the ACG website and other sources. Explain the benefits of company programs to customers, and initiates services, such as arranging for repair inspections, vehicle tows and car rental. Provide basic information to members regarding claims procedures in accordance with Customer Interaction Model. Promote customer satisfaction and provide seamless service to ensure customer service goals and standards are met. Navigate through various sources of information and claim processing systems (E.g., FACTS, CPS, Point of Sale, IPM insurance systems, Intranet/Internet, and manuals). Respond to members/customers questions in a timely manner. With our powerful brand and the mentoring, we offer, you will find your position as a Florida Claim Customer Service Representative can lead to a rewarding career at our growing organization. How you will benefit: Our Auto Club Group Claim Customer Service Representative earns a competitive hourly rate of $20.00 - $ 23.00 to start along with the opportunity for an annual company bonus incentive. 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). Florida handling must hold a Florida State Adjuster License Experience: Processing 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 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. Knowledge and Skills: Knowledge of: Claim processing policy and procedures General claim processing functions Claim processing systems Telephone etiquette 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 Ability to provide a high level of customer service: 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 Excellent verbal communication skills service Strong written communications skills (example may be required at time of interview) needed to respond in a professional manner to members/customers inquiries Effective listening skills Ability to learn and apply claim handling skills, including: 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 Subrogation identification and referral Understand insurance fraud scenarios and recognize potential fraud indicators Issue written correspondence Prioritize claims-related functions Ability to: Successfully complete at least one of the following within 9 months of hire: AAA general claim policy training. Policy, negligence, and no-fault training Proactively contact and effectively interact with the public and business partners through outbound communication Work independently Communicate effectively over the telephone 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 workday Willingness and ability to work irregular shifts, including weekends and holidays Must reside within 50 miles from our Tampa Florida Location Work Environment: This is a hybrid work arrangement (time spent in office and remote). Depending on the employee's role and leadership's assessment, some employees will come in to an ACG facility on a weekly basis, a monthly basis, or on an "as needed" basis for key meetings and collaborative activities. Most employees will be required to come into the office, at a minimum, for important departmental meetings or teambuilding events.