Insurance Customer Service Representative (59826)

Start date: September 28th

Schedule

After Training Schedule Options

• Schedule Option 1 – 5 day work week (40 hours)
  • Work Hours: Monday, Tuesday, Wednesday, Thursday 10:00 am to 7:00 pm, Friday 9:30 am to 6:00 pm
  • Every Saturday 9:00 am to 4:00 pm
  • One full day off on a Tuesday, Wednesday, Thursday, or Friday (determined by Work Force Management team)
• Schedule Option 2 – 6 day work week (40 hours)
  • Every Saturday: 4 hours between 9:00 am and 4:00 pm (e.g., 9:00 am–12:00 pm, 10:00 am–2:00 pm, 12:00 pm–4:00 pm)
  • One half-day off on Tuesday, Wednesday, Thursday, or Friday (determined by Work Force Management team)
  • Example Work Hours: Monday–Thursday 10:00 am to 7:00 pm, Friday 9:30 am to 6:00 pm, Saturday 9:00 am–12:00 pm

Required commitment to work 2 of the following holidays: Juneteenth, Columbus Day, or Veterans Day.

Flexible lunch/break time based on business needs.

Training

• Licensing and Product Training will be fully remote for approximately 15 weeks: Monday–Friday 8:30 am to 5:00 pm
• Must have direct access to modem and high-speed internet in a quiet, distraction-free workspace
• Must pass the Personal Lines Insurance state exam within the first four weeks to maintain the role; training and study time will be provided
• Camera must remain on during training

Responsibilities

• Complete initial comprehensive Personal Lines insurance training
• 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
• Process policy transactions utilizing various carrier systems
• Train to recognize opportunities to upgrade insurance coverages and recommend appropriate services and products
• Process discounts received through email or mail; use judgment to apply effective date of discount and ensure proper documentation is received
• Train to research premium differences to identify origin of discrepancy; obtain information from master file, selling agent, and/or insurance company to resolve discrepancies
• Develop an understanding of the theory of rating; contact insureds to explain premium differences
• Adhere 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
• Build and manage customer relationships and identify opportunities to improve service delivery

Requirements

• High School Diploma or GED required
• 1+ years of customer service experience required
• Successful completion of CSR training required
• Must obtain Personal Lines License within the first 30 days (training and licensing material provided)

RI Licensing Requirement

This additional step applies to residents of Rhode Island after passing their state Personal Lines Licensing Exam:

• Rhode Island law requires candidates to complete a background check in person at the RI Attorney General’s Office in Cranston, RI
• $5 fee, which AAA will reimburse

Benefits

• Career Growth: Ongoing world-class training and proven career paths to develop expertise and advance within AAA Northeast
• Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options
• Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period
• Paid Time Off: 3 weeks’ vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually
• Additional Perks:
  • Free AAA membership
  • Insurance discounts
  • Travel commission refund
  • Up to $625 in Wellness Incentives
  • Up to $6,000 in tuition reimbursement

Pay

The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location. Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation.