Claim Customer Service Representative

AAA

Claim Customer Service Representative taking first notice of loss and handling claim inquiries. Responsible for customer satisfaction and promoting seamless service within AAA The Auto Club Group.

Posted 5/20/2026full-timeTroy • Missouri • 🇺🇸 United StatesMid-LevelSenior💰 $19 - $22 per hourWebsite

About the role

Key responsibilities & impact

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).

Requirements

What you’ll need

Education: 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).
Experience: 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

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

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 calculationsproblem analysiscustomer service procedurespolicy interpretationsettlement recommendationssubrogation identificationcoverage authorization

Soft Skills

customer satisfactioncommunicationproblem-solvingorganizational skillsattention to detailinterpersonal skillsservice orientationadaptabilityconflict resolutionteam collaboration

Certifications

state adjuster’s licenseAAA approved call center trainingACG Claim Representative Training