AAA

Claim Customer Service Representative

AAA

full-time

Posted on:

Location Type: Hybrid

Location: Troy • Missouri • United States

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Salary

💰 $19 - $22 per hour

About the role

  • 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
  • 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 reported facts
  • Reviews necessary legal and police/fire reports to process claims as necessary
  • 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
  • Ensure compliance with state regulations
  • Completes first notice of loss 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, Point of Sale, IPM insurance systems, Intranet/Internet, manuals and call center models)
  • Responds to members/customers questions in a timely manner

Requirements

  • 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.)
  • Performing mathematical calculations including adding, subtracting, percentages, etc.
  • Analyzing and resolving problems
  • Knowledge of claim processing policy and procedures
  • General claim processing functions
  • Claim processing systems
  • Telephone etiquette
Benefits
  • A competitive hourly salary between $19.00 - $22.00
  • Medical, dental and vision benefits
  • 401k Match
  • Paid parental leave and adoption assistance
  • Paid Time Off (PTO), company paid holidays, CEO days, and floating holidays
  • Paid volunteer day annually
  • Tuition assistance program, professional certification reimbursement program and other professional development opportunities
  • AAA Membership Discounts, perks, and rewards and much more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
claim processingfirst notice of loss (FNOL)claim adjudicationmathematical calculationspolicy interpretationsettlement negotiationsubrogationsalvage identificationcustomer service proceduresproblem resolution
Soft Skills
customer satisfactioncommunicationorganizationtimelinessinterpersonal skillsattention to detailanalytical thinkingadaptabilityconflict resolutiontelephone etiquette
Certifications
state adjuster’s licenseAAA approved call center trainingACG Claim Representative Training