Insurance Service Representative - Madison, WI

Job Type: Full time, Hourly

About the role

The Auto Club Group is seeking a customer-focused Field Insurance Service Representative to support members with insurance policies, payments, renewals, and product inquiries. This role combines service, problem-solving, and sales support to help members protect what matters most while promoting ACG’s insurance, membership, and financial products.

Schedule

• Monday - Friday, 8:30 AM - 5:30 PM
• 40 hours per week
• Scheduled hour for lunch each day

Responsibilities

• Respond to customer insurance inquiries, explain product features and ACG service advantages, support sales processing, and resolve member/customer complaints with management support as needed.
• Participate in team service efforts and help deliver consistent, customer-focused support.
• Service insurance policies and process applications, renewals, policy changes, endorsements, status or coverage changes, amendments, transfers, billing questions, and new business applications in accordance with state rules and corporate policies.
• Respond to insurance availability, eligibility, and coverage questions; prepare proposals; update electronic member information; maintain filing systems; and provide general agency support.
• Provide insurance product quotes, apply underwriting and business rules and eligible discounts, complete sales, identify cross-sell opportunities, and promote insurance, membership, financial products, credit cards, Travel, and Life referrals.
• Refer customers to agents when appropriate.
• Process insurance and membership payments, including initial, installment, lapse, and reinstatement payments; conduct retention calls; and contact members/insureds regarding delinquent memberships, late premiums, reinstatements, and cancellations.
• Support outbound promotional and retention calling while promoting ACG products and services following established guidelines.
• Assist with office events that generate insurance revenue, increase member product awareness, and support local community activities.

Requirements

• High School Diploma or equivalent
• Current Property & Casualty Insurance license
• Ability to qualify for, obtain, and maintain all required state licenses and appointments to sell and/or service Auto Club Group Membership products
• Successful completion of Customer Service, Insurance, and Membership training within 6 months of hire

Qualifications

• Provide a high level of customer-focused service
• Respond to billing and coverage questions
• Present complex information in a clear and concise manner
• Service insurance policies and process applications, renewals, and amendments
• Process monetary transactions, including taking payments
• Promote the sale of insurance products and services using established guidelines

Skills

• Analyze member/potential customer insurance needs and determine appropriate levels of coverage
• Prepare appropriate rate quotations
• Organize, plan, and promote the sale of ACG insurance and membership products and services
• Understand insurance terminology, general insurance regulations, underwriting procedures, and sales regulatory and compliance guidelines
• Use insurance and/or membership systems, such as PPS, POS, IMS, and IPM
• Maintain accurate records
• Proficiently use Microsoft Office products
• Read, comprehend, and communicate clearly and concisely with coworkers and the public, including explaining instructions, rules, and procedures
• Perform mathematical calculations to accurately complete monetary transactions
• Exceed member expectations through professionalism, efficient and effective service, and proper maintenance of the workstation and office facility
• Work effectively in a team environment and independently with minimal supervision
• Perform outbound service calls
• Work under pressure in a high-volume, fast-paced customer service environment
• Successfully complete appropriate training related to all Auto Club Group products and services

Work Environment

• Work in a temperature-controlled office environment
• Willingness and ability to work community events

Pay

Starting pay ranges from $23.00 to $25.50 per hour, based on experience.

Benefits

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility
• Prescription drug coverage
• Dental and vision benefits
• Employee Assistance Program (confidential support services)

Financial Protection & Insurance

• Company-paid basic life insurance
• Optional supplemental life insurance and dependent coverage
• Short-term and long-term disability coverage
• Critical illness, accident, and pet insurance options

Retirement & Savings

• 401(k) plan to support long-term financial goals
• 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax
• Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting
• Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment
• Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements
• Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month
• Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays, and 1 volunteer day. Holidays vary by business unit schedules
• Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules
• Paid leave programs, including parental, bereavement, jury duty, and military leave

Career Growth & Education

• Tuition assistance (up to $5,250 annually; 80% covered by ACG)
• Professional certification support with 100% reimbursement for eligible programs
• Opportunities for career development and advancement

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts
• Adoption assistance program