Michigan Claim Support Assistant I

Position Summary

Join a fast-paced Claims team where your work directly impacts the customer experience during some of their most important moments. In this role, you'll leverage your problem-solving skills and attention to detail to support claim operations, coordinate Total Loss processes, and connect with customers to provide timely solutions and guidance. Working across multiple systems and business areas, you'll play a key role in keeping claims moving efficiently while building valuable industry knowledge and experience in a collaborative environment.

Key Responsibilities

• Provide support to the Claim department by completing intermediate level tasks that require an understanding of claim or business functions and processes and the organization and workflow for one or more claim lines of business and multiple claim systems.
• Review and interpret facts in a claim-oriented context to assign claims based on pre-established business rules.
• Receive inbound and make outbound customer phone calls to resolve claims needs.
• Resolve assignment conflicts and issues as needed.
• Communicate effectively with others in a work environment and with the public.
• May be assigned tasks normally handled by the Claim Support Processor or Claims Support Assistant II when necessary.
• Process Total Loss paperwork including information on towing and storage expenses, submitting title procurement referrals to our vendor, and setting up vehicle movement from current location to salvage vendor for inspection.

Qualifications

• Required Education: High School Diploma or equivalent OR One year of experience in processing, customer service or business administration.
• Experience In: Working with P.C. software applications, Maintaining accurate files and records, Identification, investigation, and resolution of problems, Processing transactions and posting to appropriate accounts, Organizing and prioritize multiple tasks, Communicating effectively (oral and written), Using basic math skills, Using automated processing and computer systems, Performing data entry duties.
• Knowledge Of: Data processing techniques, Techniques used to audit data, Business processing procedures.
• Skills And Ability To: Successfully complete General Claims Training, Gather data and prepare reports, Compose routine correspondence including letters and memos.
• Preferred: Effective communication skills both oral and written, One or more years of customer service experience, Call center or queue calling experience a plus, Experience working within an insurance or claims processing environment a plus, Knowledge Of: Claim processing functions, Claim processing system, Claim processing policy and procedures.

Work Environment

This is a hybrid work arrangement (time spent in office and remote). Depending on the employee's role and leadership's assessment, some employees will come into an ACG facility on a weekly basis, a monthly basis, or on an "as needed" basis for key meetings and collaborative activities. Most employees will be required to come into the office, at a minimum, for important departmental meetings or teambuilding events. This position will be required to report in office once a week as outlined by the management team. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

Compensation & Benefits Overview

• Compensation: A Michigan Claim Support Assistant I earns a competitive hourly salary of $18.00 - $21.00, along with the opportunity for an annual company bonus incentive.
• Benefits: At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth. 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.