Insurance Customer Service Representative (60080)

AAA Northeast is a long-standing provider of member services and insurance solutions focused on service excellence, employee development, and innovation. The Insurance Customer Service Representative I will complete Personal Lines insurance training, support customers with policy questions and transactions, process discounts, research premium discrepancies, and coordinate insurance documentation while identifying opportunities to improve service and recommend products.

Responsibilities:

• Complete initial comprehensive Personal Lines insurance training. Will provide day to day servicing of personal lines policies by answering customer questions and requests related to coverages, discounts, registrations, and claims, using Five Diamond standards. Processes policy transactions utilizing various carrier systems. Trains to recognize opportunities to upgrade insurance coverages, and recommend appropriate services and products
• Processes discounts that are received through email or mail; uses judgment to apply effective date of discount and ensures that proper documentation is received
• Trains to research premium differences to identify origin of difference; obtains information from master file, selling agent and/or insurance company to resolve discrepancies; develops an understanding of the theory of rating; contacts insureds to explain premium difference; adheres to AAA's Five Diamond service standards in handling customer inquiries
• Exchange information with insurance companies, underwriters, banks, car dealers, etc. to facilitate processing of insurance related documents. Builds and manages customer relationships and identifies opportunities to improve service delivery

Requirements:

• High School Diploma or GED required
• 1+ years Customer service experience required
• Successful completion of CSR training required
• Must obtain Personal Lines License within the first 30 days. Training and licensing material will be provided
• Rhode Island law requires candidates to complete a background check in person at the RI Attorney General's Office in Cranston, RI. There is a $5 fee, which AAA will reimburse
• New Jersey law requires individuals to complete an in-person fingerprinting and criminal history check at a location based on their ZIP code. There is a fee, which AAA will reimburse