A on-site Customer Success role at Auto Club Group (ACG).
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Original listing text, shown exactly as published by the company.
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.
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Identifies non-complex claims for one-touch claim adjudication upon intake.
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Determines the type and extent of loss and ensures the claim is consistent with all reported facts.
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Reviews necessary legal and police/fire reports to process claims as necessary.
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Interprets policy language and applies coverage to authorize or deny claims.
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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).
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Initiates and creates payments, settles or recommends settlement value of claims within specified limits.
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Identifies additional claim exposures and creates sub-claims as necessary.
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Refers files for investigation as warranted. Informs insured of coverage decision on claims within defined scope.
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Responds to claimant inquiries and explains payments.
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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.
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Ensure compliance with state regulations.
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Completes first notice of loss for all policy products and handles inbound claim inquiries received via phone, the ACG website and other sources.
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Explains the benefits of company programs to customers, and initiate services, such as arranging for repair inspections, vehicle tows and car rental.
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Provides basic information to members regarding claims procedures in accordance with Customer Interaction Model.
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Promotes customer satisfaction and provides seamless service to ensure customer service goals and standards are met.
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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.
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A competitive hourly salary between $19.00 - $22.00
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Subrogation identification and referral (e.g. MI liability basics regarding uninsured motorists)
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Understand insurance fraud scenarios and recognize potential fraud indicators
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Issue written correspondence
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Prioritize claims-related functions
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AAA general claim policy training.
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Policy, negligence and no-fault training
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Work independently
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Work under pressure
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Record and maintain information accurately and in a timely fashion
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Work effectively in a team environment
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Sit for the majority of the workday
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Willingness and ability to work irregular shifts, including weekends and holidays.
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Associate’s degree in Business Administration or a related field, or the equivalent in related work experience.
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Completion of (IIA) Insurance Institute of America or other insurance coursework.
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A claim related field such as insurance, automotive, medical or legal services
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A call center environment
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Utilizing ACG automated systems
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Investigating and resolving claims related problems
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Handling claims or claims support tasks such as processing glass claims, car rentals, invoice payments, etc.
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ACG insurance processes and procedures
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auto and home repair basics and cost estimating
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State insurance laws
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Property and casualty insurance policy language and provisions
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Claims quality service standards
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Liability, negligence, No-Fault principles and subrogation
Work Environment
This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.
Auto Club Group (ACG)
Customer Success
56 open roles on Sydicom
The Auto Club Group (ACG) is a prominent AAA club. It provides members with services such as roadside assistance, insurance, travel, and financial products.
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