Customer Support

• 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).

Claim Customer Service Representative

Consultant

• Service and sell domestic and international airline tickets, car rental, hotel and travel insurance to Leisure Travel Clients, Customers, Executive Management, Board Members, Field and Call Center Agents through an in-bound telephone environment.
• Determine member, customer, executive client needs based on individual consultation and emphasizes preferred vendors as appropriate.
• Cross sell membership to align with the ACG Connected Member Vision.
• Consummate sales by making necessary travel arrangements and advises Leisure travelers/arrangers of various travel information including cancellation/change penalties, schedules and fares.
• Receive, investigate, and provide timely resolution to travel problems and issues.
• Plan and book Western Hemisphere and European international airline reservations on the Computer Reservation System (CRS).
• Plan and book complex international and domestic itineraries, hotel, car and rail reservations.
• Meet or exceed established performance, production and quality standards.
• Learn and use a variety of travel related information including geography and travel resource material.
• Work independently with minimal supervision.
• Arrange travel itineraries for small groups.
• Work with the Travel Group Department to procure airline agreements and book air for incentive and leisure groups.
• Offer advice on the destination and be knowledgeable about making transportation and accommodation requests.
• Keep abreast of developments in foreign countries that may influence travel arrangements or make a destination unsafe.
• Review all fare options, including Agentware, and provide enhancements to the basic travel purchase, including hotels and cars.

Leisure Air Desk Travel Consultant

• Promote ACG products and services
• Promote customer satisfaction
• Participate in office events to help generate revenue by improving member awareness of products
• Greet customers and provide peace of mind by servicing their needs
• Provide sales and support services to members including greeting, servicing, and selling membership, travel products and (some) banking products
• Generate leads, update members on travel and insurance specials, and provide travel information
• Respond to customer inquiries and refer to senior staff or agent when appropriate
• Provide cashiering services to members which includes taking and processing payments for insurance policies, travel and sale of tickets, and travel money products
• Receive and resolve member/customer complaints and seek assistance from management in complaint resolution when appropriate
• Provide administrative support to the travel and/or insurance sales staff during peak periods
• Conduct outbound promotional calls for insurance and/or travel products
• Other duties as assigned

Branch Customer Service Representative

Paralegal

• Performs a variety of intermediate to complex law-related tasks in support of legal matters
• Conducts legal research, investigate issues and drafts/prepare legal documents to support attorneys and contract administrators
• Supports all aspects of document discovery, including e-discovery, document management, the litigation hold process, and document production
• Assists counsel with the coordination of responses to subpoenas, demand letters, legal correspondence, and discovery demands, etc.
• Manages daily activities of litigation support vendors and outside counsel
• Calendars dates and monitors litigation activity and deadlines
• Coordinates the scheduling of witness interviews, deposition preparation, and depositions
• Maintains comprehensive litigation and pre-litigation case files and trackers and prepares monthly/quarterly status reports
• Supports and provides direction in the internal investigation of compliance issues
• Manages various compliance filings with regulatory agencies
• Identifies risk, utilizes analytics and best practices to minimize exposure to the company
• Collaborates with OGC support staff to design and deliver workflow in a shared services environment with a seamless customer support experience
• Provides backup coverage for OGC support staff on an as needed basis
• Designs and implements practical processes for the OGC Team to identify, evaluate and implement process efficiency improvements
• Inputs and reviews data in spreadsheets, databases, or other departmental systems in order to update content and generate various reports
• Generates and manages legal templates, prepares correspondence, assists in the creation of presentations
• Interacts directly with business line customers to address support needs
• Handle special assignments when assigned

Paralegal II

Program Manager

• Lead complex, cross-functional programs with high business impact
• Own planning, governance, risk management, stake-holder alignment, and execution tracking
• Partner with senior leaders to translate strategy into actionable programs
• Lead and manage program activities to ensure timely and successful completion, providing strategic direction and oversight
• Establish operational objectives and work plans and delegate assignments as appropriate
• Develop and maintain comprehensive program plans, including scope, timelines, and resource allocation, ensuring alignment with organizational goals
• Implement strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results
• Oversee the execution of multiple complex projects, ensuring they are aligned with program goals and objectives
• Manage interdependencies and integration across projects, ensuring seamless coordination and delivery
• Create scalable mechanisms, templates, rhythms, and operating models for program execution
• Communicate clearly with executives, business owners, and technical teams
• Establish and monitor key performance indicators to measure program success
• Use these metrics to drive performance improvements and ensure program objectives are met
• Regularly review and adjust critical metrics to align with evolving program goals
• Implement quality assurance processes to ensure that project deliverables meet the required standards and specifications
• Capture and share lessons learned and best-practices across projects to promote continuous improvement and knowledge sharing within the organization
• Establish a knowledge repository for future reference
• Address and resolve conflicts that arise within the program, ensuring that issues are managed effectively and do not impact program success
• Implement conflict resolution strategies to maintain a collaborative work environment
• Develop and deliver comprehensive program reports to senior management, providing insights into program performance, risks, and opportunities
• Ensure transparency and accountability in program reporting
• Encourage innovation within the program, identifying opportunities for process improvements and implementing new approaches to enhance program outcomes
• Foster a culture of continuous improvement and innovation
• Provide training and development opportunities for project managers and coordinators, ensuring they have the skills and knowledge needed to succeed
• Mentor and guide junior program managers to build a strong talent pipeline
• Serve as a thought-leader in program management, contributing to the development of best-practices and standards with the COE and portfolio management office
• As appropriate, manage relationships with external vendors and suppliers, ensuring that their contributions align with program goals and deliver value to the organization
• Negotiate contracts and manage vendor performance
• Identify and manage program risks, interdependencies, and develop and implement mitigation strategies
• Monitor the status of risks throughout the program and inform key audiences
• Conduct regular risk assessments and update risk management plans
• Manage program budgets and financial forecasts, ensuring cost-effectiveness and alignment with financial goals
• Monitor financial performance and make necessary adjustments
• Ensure adherence to budgets and financial targets.
• Partners closely with our change management leaders/practitioners to align on change management deliverables needed to drive adoption and readiness

Strategic Program Manager II

Risk

• The Operational Excellence Leader drives IT performance, governance, and transparency—ensuring technology initiatives align to business goals.
• Develop and maintain dashboards that provide clarity into IT’s execution performance and operational health.
• Partner with IT leadership to define IT objectives and key results (goals and milestones).
• Develop and maintain IT governance frameworks, policies, and procedures to ensure effective and efficient IT operations.
• Establish and manage vendor governance structures to ensure effective partnerships and oversee vendor performance.
• Create a collaborative, inclusive and psychologically safe environment, demonstrating authenticity and fostering trust.

Senior Manager, IT Performance and Governance

Business Analyst

• Work directly with stakeholders to define, document, and drive business requirements
• Document business requirements using customer journeys, business context diagrams, and process flows
• Prepare business validation (UAT) plan and support business users in performing validation
• Partner closely with business stakeholders and subject matter experts

Business Solutions Analyst III

• The Information Architecture Governance Advisor owns the design and implementation of an enterprise information model.
• Establishes and carries out enterprise data and information architecture policies, standards, and processes according to guidelines.
• Is responsible for structuring, organizing, and communicating information in a way that makes it easy for business users to find, navigate, and understand.
• Champions and facilitates the review of data-related changes across the organization.
• Works with business partners and Information Technology (IT) partners to drive consensus around how data should be structured.
• Define criteria and controls for an authoritative data source (ADS)
• Lead the design and implementation of information modeling practices for the enterprise
• Define data and information architecture related standards and guidelines
• Coordinate and facilitate the review of data-related changes from an enterprise perspective
• Organize data within domains and sub-domains to enhance the ability to find, govern, and utilize data across the enterprise
• Enhance the company’s data governance platform to include data and information architecture components, definitions, and relationships
• Support enterprise data strategy and data governance programs by providing a structured approach to architectural decision-making, ensuring changes are evaluated based on their impact across the enterprise
• Identify and mitigate risks associated with architectural decisions and implementations
• Establish guidelines and standards to minimize risks while ensuring compliance with regulations and policies
• Act as liaison between business and IT to translate business data requirements into logical data architecture design
• Engage in the development of policies, standards and procedures and coordinate with stakeholders through the approval process
• Ensure compliance with established standards for development and management of data
• Ensure compliance to data-related regulatory rules
• Perform regular peer review of information models used across the enterprise

Information Architecture Governance Advisor

Manager

• Manages and directs the daily operation of a moderate-sized branch office
• Provides highest quality of customer service to members and customers
• Meets revenue goals
• Recruits, trains, and develops a highly motivated and effective team of employees
• Oversees daily activities of branch to provide the highest quality of customer service
• Investigates complaints, identifies potential problems and takes corrective action
• Accountable for effective, efficient budgeting and planning for assigned branch
• Controls costs; meets quarterly performance expectations in sales, employee productivity and member satisfaction
• Performs all necessary managerial functions to effectively manage assigned personnel
• Provides guidance, training, leadership and coaching
• Interprets policies and procedures and communicates changes
• Maintains a qualified staff
• Determines standards of performance to review progress
• Fosters a cooperative and harmonious working climate

Branch Manager

Legal Assistant

• Employ knowledge of company and legal procedures as well as principles of insurance, banking or corporate law.
• Work independently while assisting attorneys in the legal process necessary for conducting company business.
• Review, analyze and summarize issues involved incoming litigation or administrative actions.
• Determine need for file documentation, obtain proofs, and clarify facts and issues.
• Organize, assemble and interpret records and documents.
• Act as a resource person to all level of company personnel regarding corporate legal matters and departmental procedures.
• Support litigation matters and act as a general litigation assistant throughout pendency of lawsuits.
• Research medical facts when necessary.
• Type/generate pleadings and legal documents and related correspondence for assigned staff counsel, as well as memos, letters, charts.
• Schedule and record all appointment dates for attorney meetings such as depositions and court hearings and maintain appointment calendar.
• Assemble data and provide input for implementation of computerized research and litigation monitoring systems.
• Assist in preparation of a legal periodical for distribution to the Claims department.
• Provides office administration support on an as needed basis, which may include mail processing, data input, courier activities, budget administration, payment processing and notary services.
• Interacts directly with business line customers and visitors to address support needs.
• Establishes and maintains a series of files for each case or matter along with a corresponding electronic diary system.
• Advises staff or management regularly regarding items requiring attention or action.
• Initiates, completes and submits routine forms required by courts or regulatory entities.
• Contacts appropriate organizations as directed to obtain documents.
• Manages correspondence for key dates and names. Records pertinent information and files.

Sales

• Source, develop leads, prospect and continually network
• Possess a competitive sales drive to meet and exceed monthly goals
• Be an effective communicator both written and verbal
• Provide excellent customer service and maintain retention
• Be self-motivated and fully committed to building a profitable business

Sales Agent

Underwriter

• Perform various risk analysis and support activities relating to commercial insurance underwriting functions based on area of assignment.
• Review insurance policies to ensure rating accuracy and completion and corrects policies within established limits.
• Prepare correspondence and reports.
• Maintain records and files.
• Review commercial insurance applications for rating accuracy and completeness.
• Verify selected criteria for commercial insurance cancellation status.
• Complete policy endorsement forms for additions or changes to commercial insurance policies.
• Maintain a variety of reports, letters and forms according to established procedures.
• Review reports for discrepancies and correct errors.
• Maintain computer and manual diaries for underwriting action according to established procedures and assists in developing monthly reports.

Commercial Underwriting Technician

Salesforce Administrator

• Provides support to management in the coordination and oversight of a wide variety of projects and issues, including analyzing statistical data, preparing reports, developing communications, and representing the business line on interdepartmental projects.
• Functions as an advisory resource in the development of business plans and processes and performs research on various subjects, providing analysis and recommendations to managers.
• Assists management in the development of the budget (capital, expense, and staffing) and monitors information to ensure adherence to corporate standards.
• Plans and makes necessary arrangements for meetings and events (location, contracts, appropriate materials and budget).
• Provides support as the department expert/resource in the identification and resolution of problems.
• Working within Agile to provide hands-on experience managing all stages of the product life cycle and utilizing a technical background with knowledge of software development and web technologies.
• Displays good communication, public speaking skills, and a track record of problem-solving.

Salesforce Administrator, Business Support Consultant

Product Analyst

• Driving profitable growth and shaping the future of insurance products
• Using data-driven insights, critical thinking, and cross-functional collaboration to guide product performance
• Performing moderately complex analysis to develop actionable and innovative recommendations
• Proactively assessing market risks and opportunities
• Evaluating multiple possible solutions using data-based insights
• Understanding and communicating overall performance, trends, and strategic insights of personal lines products
• Supporting the development, design, and implementation of new products, programs, and processes
• Preparing and delivering clear presentations and reports tailored to diverse audiences.

AAA

Claim Customer Service Representative

Leisure Air Desk Travel Consultant

Branch Customer Service Representative

Paralegal II

Strategic Program Manager II

Senior Manager, IT Performance and Governance

Business Solutions Analyst III

Information Architecture Governance Advisor

Branch Manager

Legal Assistant

Sales Agent

Sales Agent

Commercial Underwriting Technician

Salesforce Administrator, Business Support Consultant

Insurance Product Analyst IV