Insurance Customer Service Representative (60080)

About the role

This entry-level position is designed for individuals looking to build a strong foundation in Personal Lines insurance while supporting customers with their policy needs.

Schedule

Start date: September 28th (after training)

Training schedule: Fully remote for approximately 15 weeks, Monday through Friday, 8:30 am to 5:00 pm. Must have direct access to modem and high-speed internet in a quiet workspace free from distraction. Camera must remain on during training.

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

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)
• Flexible lunch/break time based on business needs

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, or 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, Tuesday, Wednesday, Thursday 10:00 am to 7:00 pm, Friday 9:30 am to 6:00 pm, Saturday 9:00 am–12:00 pm, 10:00 am–2:00 pm, or 12:00 pm–4:00 pm
• Flexible lunch/break time based on business needs

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 difference; 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)
• Must pass the Personal Lines Insurance state exam within the first four weeks to maintain this role

RI & NJ Licensing Requirement

This additional step applies to residents of RI and NJ after passing their state Personal Lines Licensing Exam:

• Rhode Island: Complete a background check in person at the RI Attorney General’s Office in Cranston, RI ($5 fee, reimbursed by AAA)
• New Jersey: Complete in-person fingerprinting and criminal history check at a location based on ZIP code (fee reimbursed by AAA)

Benefits

• 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, and more

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.

About AAA Northeast

• Career Growth: Ongoing world-class training and proven career paths to develop expertise and advance your career
• Trusted Legacy: Over 120 years of service excellence, protecting members as well as employees and their families
• Future-Focused: Innovating with new business offerings and increasing digital presence to sustain success
• Culture: Highly collaborative organization valuing connection, transparency, and trust; "cameras on" approach during virtual meetings to foster engagement and accountability