P&C Licensed Customer Sales & Service Rep- Asheville, NC

About the role

The Auto Club Group is seeking a Field Insurance Service Representative to provide high-level support to the Insurance Agency and members by servicing existing insurance accounts, processing applications, renewals, amendments, resolving customer problems, and selling membership and financial products.

Responsibilities

• Perform retention calls, process applications, renewals, amendments, resolve customer problems, and sell membership and financial products (credit cards)
• Take insurance payments (initial, installment, lapse, or reinstatement)
• Respond to customers' insurance inquiries and explain product features and Auto Club Group service advantages to potential customers
• Recognize and promote cross-sale opportunities within the context of servicing a change to an existing member's policy and provide efficient processing of customer policies, endorsements, and status and coverage changes
• Conduct outbound promotional and retention call activities per management request and provide general promotion of Auto Club Group products and services
• Resolve member/customer complaints and seek assistance from management in complaint resolution as necessary
• Participate in office events developed to generate insurance revenue, improve member awareness of products, and support local community activities
• Fulfill, maintain, and service insurance policies
• Respond to inquiries regarding insurance availability, eligibility, coverage
• Prepare insurance proposals, policy changes, transfers, and billing clarification
• Contact members or insureds regarding the renewal of delinquent memberships, late premium payments, and to solicit reinstatements in the event of policy cancellations
• Refer relevant members/insureds to other lines of business (i.e. Travel and Life)
• Process insurance and membership payments
• Update electronic member information
• Maintain filing systems and provide other general Agency support

Required Qualifications

• A current Property & Casualty Insurance license
• Successful completion of Customer Service, Insurance and Membership training within 6 months of hire
• High School Diploma or equivalent

Education

High School Diploma or equivalent

Work Experience

• Provide a high level of customer-focused service
• Service insurance policies and processing applications, renewals, and amendments
• Respond to billing and coverage questions
• Process monetary transactions; taking payments
• Promote the sales of insurance products and services using established guidelines
• 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
• Perform outbound service calls
• Maintain accurate records
• Understand insurance terminology, general insurance regulations, underwriting procedures, sales regulatory and compliance guidelines, insurance systems and/or membership systems (e.g., PPS, POS, IMS, IPM)
• Work effectively in a team environment
• Work independently, with minimal supervision
• Exceed member expectations relating to professionalism of demeanor, efficient and effective customer service (on phone or in person), and maintenance of workstation and office facility
• Be proficient in using Microsoft Office products
• Read, comprehend, and communicate clearly and concisely in the work environment and with the public (e.g., explain instructions, rules and procedures)
• Perform mathematical calculations to accurately perform monetary transactions
• Successfully complete appropriate training relative to all Auto Club Group (ACG) products and services

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
• Perform outbound service calls
• Maintain accurate records
• Understand insurance terminology, general insurance regulations, underwriting procedures, sales regulatory and compliance guidelines, insurance systems and/or membership systems (e.g., PPS, POS, IMS, IPM)
• Work effectively in a team environment
• Work independently, with minimal supervision
• Exceed member expectations relating to professionalism of demeanor, efficient and effective customer service (on phone or in person), and maintenance of workstation and office facility
• Be proficient in using Microsoft Office products
• Read, comprehend, and communicate clearly and concisely in the work environment and with the public (e.g., explain instructions, rules and procedures)
• Perform mathematical calculations to accurately perform monetary transactions
• Successfully complete appropriate training relative to all Auto Club Group (ACG) products and services