Licensed Field Customer Service Rep - Battle Creek

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.

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.
• 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

• Customer Service & Communication: Provide a high level of customer-focused service. Respond to billing and coverage questions. Present complex information in a clear and concise manner.
• Insurance Servicing & Transactions: Service insurance policies and process applications, renewals, and amendments. Process monetary transactions, including taking payments.
• Sales Support: Promote the sale of insurance products and services using established guidelines.
• Systems, Records & Administration: Use insurance and/or membership systems, such as PPS, POS, IMS, and IPM. Maintain accurate records. Proficiently use Microsoft Office products.

Skills

• Insurance Knowledge & Sales: 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.

Benefits

ACG offers a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth. Benefits include medical plans with multiple coverage options, prescription drug coverage, dental and vision benefits, Employee Assistance Program (confidential support services), short-term and long-term disability coverage, critical illness, accident, and pet insurance options, a 401(k) plan with company match, and tuition assistance.

Pay

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

Schedule

Work in a temperature-controlled office environment. Willingness and ability to work irregular hours to include weekends, holidays, and community events.