Call Center Representative

• Field incoming calls from members requiring emergency roadside assistance
• Understand the nature of the member’s distress
• Maintain a compassionate and composed demeanor
• Relay critical information to internal and external teams
• Work collaboratively with the team to ensure smooth operation
• Succeed in a structured environment where performance goals are set

Call Center Representative – Roadside Assistance

Sales

• Sell AAA memberships and personal lines insurance products
• Quote, bind, collect premiums, and manage policy data
• Respond to underwriting inquiries and resolve member issues
• Follow up with prospects and identify cross sell opportunities
• Maintain excellent performance in a fast paced environment
• Work some evenings, weekends, and holidays

Sales Agent

Data Engineer

• Function as a consultant between technology unit and business units to understand their challenges
• Ask questions and present ideas to solve data problems with code
• Begin with a set of technical specifications to code solutions to business issues
• Collaborate with the business to ensure that solutions work as intended
• Do quality testing to verify that solutions meet business objectives

Consultant

• Serves as a primary point of contact for assigned Clubs when business needs, process concerns, service issues, or opportunities for support are identified.
• Coordinates meetings with internal subject matter experts, business teams, and support groups that may have a role in evaluating or resolving the issue.
• Facilitates discussions between Clubs and internal stakeholders to ensure the issue, desired outcome, responsibilities, and next steps are clearly understood.
• Tracks action items, commitments, timelines, risks, and follow-up needs to help keep work moving toward resolution.
• Provides updates to Club stakeholders and internal leadership regarding progress, barriers, decisions, and next steps.
• Documents key issues, decisions, outcomes, and best practices that may support future Club engagements or process improvements.
• Builds and maintains strong working relationships with Club executives, business leaders, internal subject matter experts, and cross-functional support teams.

Senior Business Consultant

Affiliate Manager

• Supports the strategy, administration, and day-to-day delivery of associate benefit programs, including health and welfare plans.
• Serves as an important connection point between associates, internal teams, vendors, and consultants.
• Assists with program analysis, benchmarking, compliance, employee communications, issue resolution, and annual processes such as open enrollment.
• Tracks benefit-related questions, issues, and escalations, and follows up with carriers, vendors, or internal partners to support timely resolution.
• Processes and verifies benefit claims, billing, invoices, and payments to support accurate administration and timely issue resolution.
• Leads and supports associate benefits education, including open enrollment meetings, lunch and learns, wellness events, and other presentations.

Benefits Partner

Customer Support

• Promote ACG products and services
• Promote customer satisfaction and participate in office events
• Greet customers and provide servicing their needs
• Provide sales and support services to members including travel and insurance products
• Generate leads and update members on specials
• Provide cashiering services including processing payments
• Resolve member/customer complaints
• Provide administrative support during peak periods
• Conduct outbound promotional calls for products
• Other duties as assigned

Branch Customer Service and Sales

Pricing Analyst

• Lead and develop Actuarial Analysts and Consultants, providing coaching, training, and direction
• Oversee actuarial analyses, support business decision-making
• Ensure projects are completed on time and with high quality
• Develop and maintain business relationships with internal and external clients
• Review work of Consultants and Analysts and oversees the successful completion of projects
• Manage and train Actuarial Consultants and/or Analysts within the department
• Manage Teams time and workload and recommends tradeoffs to leadership

Commercial Pricing Manager

Manager

• Manage Safety Coordinators to execute the Traffic Safety Program and Driver Qualification File Compliance.
• Ensures that the Safety Coordinators are prepared with the knowledge, skills and abilities to execute their responsibilities.
• Ensures team has the resources they need; assign responsibilities; monitors performance; and coaches as needed.
• Provides coaching and disciplinary action as necessary.
• Collaborates with Fleet Management, Learning & Development, Risk Management, Human Resources, other clubs and Legal to develop and execute the Club Fleet Safety Strategy.
• Provides communications across Fleet locations and manages content on the Club Fleet intranet page.
• Provides support and guidance to Club Fleet business line management.
• Serves as a resource and liaison with corporate support departments.
• Oversee fleet safety compliance, including roadside safety, use of PPE, vehicle security while in transit, recovery techniques and defensive driving.
• Participates in annual planning and leads project teams for business line initiatives.
• Provides various data analysis for business line.
• Develops, monitors and interprets on-going reports on a monthly/quarterly basis.
• Identifies trends and patterns in data and provides possible responses to these dynamics.
• Develop action plans to respond to any adverse trends.
• Reviews operating practices and procedures for process improvement opportunities in the areas of workflow, reporting, and safety.
• Produces presentations and reports on key business imperatives throughout the business line.
• Stay current with OSHA, DOT, EPA, FMCSA and other relevant regulations and industry best practices relevant to towing operations.
• Performs evaluation of safety policies, methods, and programs.
• Promote a culture of safety and accountability across fleet operations.
• Other duties as assigned.

Fleet Safety Manager

• Dedicate time to research and implement best practices, fostering growth and excellence in our call center's approach to membership and insurance services
• Oversee and update databases pertinent to memberships and insurance, generating detailed internal and external reports
• Spearhead programs to uplift service delivery, member benefits, and performance
• Analyze workforce management data to identify trends, risks, and opportunities that impact service levels and operational efficiency
• Monitor daily staffing performance against forecasts and service targets, and recommend adjustments to improve productivity and customer experience
• Partner with operations leaders to understand business needs and translate them into workforce planning insights and staffing recommendations
• Build and maintain reporting dashboards and performance metrics related to staffing, occupancy, adherence, and service levels
• Conduct root-cause analysis on service level variances and workforce performance issues, providing actionable recommendations
• Collaborate with scheduling and real-time teams to optimize staffing coverage and ensure alignment with operational goals
• Identify opportunities to improve workforce management processes, tools, and reporting automation
• Present insights and recommendations to stakeholders in a clear and concise manner to support operational decision-making
• Ensure workforce management practices align with organizational policies, regulatory considerations, and service commitments
• Design and present management reports, ensuring leadership is equipped with the information they need to make strategic decisions
• Lead initiatives to refine and revamp processes, ensuring the call center stays ahead of industry standards
• Engage with different business units and external vendors on projects, ensuring cohesive operational alignment
• Serve as a key communication link between the call center, vendors, and other departments, ensuring smooth operation

Call Center Operations Analyst

Project Manager

• Lead end-to-end delivery of enterprise technology programs (Infrastructure, Information Security, and/or Application Development) from intake through launch and stabilization.
• Define and own integrated project planning across multiple workstreams: scope, milestones, critical path, resourcing, and delivery metrics.
• Drive cross-team dependency management across engineering, product, information security, operations, and business stakeholders.
• Establish and run project governance, including steering committee cadence, stakeholder alignment, decision logs, escalation paths, and RACI as needed.
• Own and actively manage RAID (Risks, Assumptions, Issues, Dependencies), ensuring proactive mitigation and timely escalation.
• Facilitate execution in an Agile / hybrid environment, removing blockers, aligning priorities, and ensuring teams deliver against commitments.
• Deliver concise, executive-ready communication: status, risks, tradeoffs, and decision requests to senior leadership.
• Manage change effectively by controlling scope and timelines, aligning stakeholders, and ensuring impacts are understood and approved.
• Maintain high-quality project artifacts (plans, timelines, RAID logs, meeting notes, action items, milestone reviews, launch readiness).
• Identify opportunities to improve delivery operations and contribute to the continuous improvement of project management practices across the organization.

Senior Technology Project Manager

Analyst

• Advanced-level role responsible for auditing and evaluating internal Commercial claims operations and Third-Party Administrator (TPA) claim handling performance
• Analyze adherence to claims handling standards, regulatory requirements, SLAs, and KPIs
• Identify operational, compliance, and claim quality risks and provide recommendations for improvement
• Develop and enhance audit methodologies, scorecards, reporting tools, and operational dashboards

Commercial Claims Quality & Performance Analyst III

Security Engineer

• Lead the strategy and execution of security governance and compliance programs
• Manage a team (~9) across controls assurance, GRC platform, and audit support
• Partner with Internal Audit, IT, Security, Risk, Legal, and business leaders
• Advise on risk, controls, and regulatory requirements
• Ensure controls are effective, measurable, and audit-ready
• Oversee GRC tools to track risks, issues, and remediation
• Drive continuous improvement aligned to industry standards (NIST, ISO, CIS)

Senior Manager – Security Governance and Controls

• Serve as a strategic liaison between business and technology teams.
• Drive innovative solutions that support organizational goals.
• Enhance operational efficiency and advance key Insurance business initiatives.
• Understand business strategy, assess business needs, identify emerging information technologies, and distill them into appropriate business solutions.
• Assist in the preparation of enterprise impact assessments, project proposals, and annual operating plans.
• Assure that business requirements and priorities are considered in the development of information systems and products.
• Assist in the identification and documentation of process improvements.
• Act as liaison with third-party solution providers to identify solution alternatives.

IT Business Solutions Partner

Marketing

• Develop opportunities to optimize marketing campaigns by partnering with key business stakeholders to design effective targeting and segmentation strategies that maximize ROI in the following channels: Direct Mail, Email, Telemarketing, Text, and Web.
• Design and build processes to execute and automate campaign strategies.
• Create data mining architectures/models/protocols, statistical reporting, and data analysis methodologies to identify trends in large data sets.
• Perform statistical analysis/modelling to generate lists of customers for targeted direct marketing campaigns.
• Automate existing marketing campaigns by converting existing SQL queries into Google Big Query and Adobe Campaign.
• Identify data gaps and new data sources to improve marketing effectiveness and to maximize the intended marketing audience.
• Work with SQL/Adobe Developer/Administrator to integrate and test new data sources.
• Use data transfer tools to encrypt, compress, and secure data files that are shared and received with 3rd party providers.
• Update and enhance business procedures.
• Enhance existing campaign management business processes to support efficient campaign management and marketing.
• Other duties assigned.

Marketing Insights Strategist

IT Support

• Ensure all claims within the unit meet or exceed quality and regulatory requirements
• Regularly review appropriate claim files for quality and monitor results of all audits, performance reports and customer survey data
• Ensure corrective actions are taken to correct deficiencies
• Recruit and develop people
• Effectively oversee/participate with the management team in employee recruitment to ensure appropriate staffing
• Identify and implement staff development and training need to support an effective succession plan
• Timely and responsive employee coaching and performance counseling
• Travel as needed throughout the Auto Club Enterprises footprint - estimated 25%