Florida Claim Customer Service Representative

Responsibilities

• The Auto Club Group is seeking a Florida Claim Customer Service Representative who will be responsible for taking first notice of loss, handling claim inquiries, initiating claim services and handling low-complexity, one-touch claims in a call center environment.
• In this position, you will have the opportunity to :
• Identify non-complex claims for one-touch claim adjudication upon intake.
• Determine the type and extent of loss and ensures the claim is consistent with all reported facts.
• Review necessary legal and police/fire reports to process claims as necessary.
• Interpret policy language and applies coverage to authorize or deny claims.
• Initiate services, authorizes, and resolve issues related to services such as car rental and vehicle repairs and non-complex homeowner claims (e.g., food spoilage).
• Initiate and create payments, settles, or recommend settlement value of claims within specified limits.
• Identify additional claim exposures and create sub-claims as necessary.
• Refer files for investigation as warranted.
• Inform insured of coverage decision on claims within defined scope.
• Respond to claimant inquiries and explains payments.
• Document claim files.
• Review the status of open and closed reserves and makes adjustments consistent with exposures.
• Identify claims for salvage and subrogation potential in accordance to company policy.
• Close claims in a timely manner.
• Ensure compliance with state regulations.
• Handles inbound claim inquiries received via phone, the ACG website and other sources.
• Explain the benefits of company programs to customers, and initiates services, such as arranging for repair inspections, vehicle tows and car rental.
• Provide basic information to members regarding claims procedures in accordance with Customer Interaction Model.
• Promote customer satisfaction and provide seamless service to ensure customer service goals and standards are met.
• Navigate through various sources of information and claim processing systems (E.g., FACTS, CPS, Point of Sale, IPM insurance systems, Intranet/Internet, and manuals).
• Respond to members/customers questions in a timely manner.
• With our powerful brand and the mentoring, we offer, you will find your position as a Florida Claim Customer Service Representative can lead to a rewarding career at our growing organization.
• How you will benefit:
• Our Auto Club Group Claim Customer Service Representative earns a competitive hourly rate of $20.28 - $ 23.00 to start along with the opportunity for an annual company bonus incentive.
• Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
• 401k Match
• Medical
• Dental
• Vision
• PTO
• Paid Holidays
• Tuition Reimbursement
• We're looking for candidates who: (Preferred/Required Qualifications)
• Education (include minimum education and any licensing/certifications):
• High School Diploma or equivalent
• Completion of AAA approved call center training program, appropriate level ACG Claim Representative Training program and ongoing training and certification for the position
• Must have an active Florida State Adjuster License

Requirements

• Processing information and handling claim inquiries utilizing PCs and software packages (e.g. ACG claim systems, Microsoft Word, Excel)
• Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
• Performing mathematical calculations including adding, subtracting, percentages, etc.
• Analyzing and resolving problems
• A claim related field such as insurance, automotive, medical or legal services
• A call center environment
• Utilizing ACG automated systems
• Investigating and resolving claims related problems
• Handling claims or claim support tasks such as processing glass claims, car rentals, invoice payments, etc.
• Knowledge and Skills:
• Knowledge of:
• Claim processing policy and procedures
• General claim processing functions
• Claim processing systems
• Telephone etiquette
• ACG insurance processes and procedures
• Auto and home repair basics and cost estimating
• State insurance laws
• Regulatory compliance requirements
• Property and casualty insurance policy language and provisions
• Claims quality service standards
• Liability, negligence, No-Fault principles and subrogation
• Ability to provide a high level of customer service :
• Strong interpersonal skills demonstrated through work experience, participation in extra-curricular activities and/or community involvement
• Strong communication skills required in understanding customers' concerns and to provide high-quality customer service as demonstrated through the effective use of the customer care call center model
• Excellent verbal communication skills servic

Benefits

Additional Information

It's a great time to join AAA The Auto Club Group! JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD Job Type: Full time Exempt/Non Exempt: Hourly Job Description: Claim Customer Service Representative - The Auto Club Group Reports To: Claim Supervisor

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