Licensed Branch Customer Service & Sales Rep - Wake Forest, NC

About the role

The Auto Club Group is seeking a customer-focused Licensed Branch Customer Service & Sales Rep 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.

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

Required Qualifications

• 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

Work Experience

• 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

Knowledge and 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 irregular hours to include weekends, holidays, and community events

Benefits

• Medical plans with multiple coverage options, including HSA eligibility; prescription drug coverage; dental and vision benefits; Employee Assistance Program
• 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
• 401(k) plan with 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax; company match of 50% on employee contributions up to 6% of pay, payable after year-end; immediate vesting; additional company contribution of 4% of pay each pay day, 100% vested after three years of service
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options
• Paid Time Off (PTO): accrual-based, increases with tenure, eligible at 90 days; full-time new employees receive up to 12 PTO days annually; part-time accrual based on scheduled hours
• Paid Holidays: full-time eligible for 10 company-paid holidays annually, plus 1 mental health day, 2 floating holidays and 1 volunteer day; part-time eligible for 8 company-paid holidays annually, plus 1 mental health day and 2 floating holidays
• Paid leave programs, including parental, bereavement, jury duty, and military leave
• 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
• Complimentary AAA membership with roadside assistance and travel discounts; adoption assistance program