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Job Type:

Full time

Exempt/Non Exempt:

Hourly

Job Description:

Reports to: Supervisor, Insurance Retention



I.Position Description

Primary Duties and Responsibilities:

The Member Experience Specialist - Ins is responsible for providing a premier level service experience to insureds while proactively reaching out to ensure policy retention for the company. This is done by retaining Property and Casualty insurance policyholders through monitoring system activities, identifying opportunities for points of contact and lead retention, as well as providing coverage counseling to review/explain policy information. Coverage counseling would include, but not be limited to reviewing policy limits, deductibles, payment options, and discounts, underwriting eligibility, action required by the insured and cross-selling opportunities. Contact policyholders from existing P&C Insurance books of business through outbound telephone calls, and email. May receive inbound calls from insureds via the company phone number to their extension. Execute all activities linked to retention, remediation, book rolls and conversions. Make policy/system updates as needed in Insurance systems (Guidewire, IPM, brokered carriers etc.). Maintain compliance with regulatory, system and ACG policy requirements.

• Consistently monitor/work system activities for in-force policies to include documents, payment activities, policy changes and other items requiring action from the insured
• Educate insureds of upcoming communications and set expectations to maintain coverages and discounts selected
• Ability to work 80% of assigned leads in under 15 minutes
• Meet productivity measures established by management in support of the Agent/Agency performance
• Demonstrate strong customer phone skills during interactions as measured by management and or external quality assurance review teams

• Consistently monitor/work special projects as assigned which can include collecting documents, payments, confirming policy details, quoting new policies

• Utilization and accurate upkeep of spreadsheets to document policy contacts
• Detailed policy notes documented in the appropriate system after each follow up attempt

• Execute and facilitate insured's service requests and promote cross-selling opportunities including AAA membership sales, AAA Visa credit card submissions as well as other relevant AAA products and services
• Attend training and maintain knowledge of all Auto Club Group products for cross-selling opportunities through completion of courses provided thru Workday and other continuing education classes

• Collaborate with others to achieve results; sharing ideas and knowledge to build morale and cohesion within group
• Communicate with management and sales agents regarding the status of member policies to ensure best in class premier service
• Develop and maintain specific personal lines insurance knowledge of all states and carrier products to effectively counsel insurance customers (CE requirements, license renewals, etc)

• High School Diploma or equivalent
• Currently hold and ability to maintain appropriate State Property & Casualty licenses designated by ACG leadership within Auto Club Group footprint
• May be required to attain and maintain state membership licenses as appropriate by department

• 3 years of customer service and/or sales experience in an insurance environment, to include:
  • Working with Property and Casualty new business applications, endorsements; understanding of policy rating and underwriting, and demonstrating an in-depth knowledge of automobile and homeowner coverages.
  • Promoting the sale of insurance, membership, and/or banking products
  • Performing outbound calls to existing members/customers

• Demonstrating solid understanding of complex issues surrounding personal lines insurance
• Determining and executing steps to resolve issues
• Operating computer software applications (Teams, Outlook, Word, Excel, etc.) and Web based operations
• Navigating between insurance systems and/or platforms

• Insurance and club products and terminology
• Insurance distribution channels
• Financial services, insurance industries, and/or membership products and regulations
• Techniques used to influence and persuade others

• Be action oriented and resilient to ensure completion of initiatives by deadlines
• Understand, anticipate, and react to member/customer issues
• Influence and persuade others
• Analyze and assist members/insureds on policy offerings, product features and benefits
• Assist in the achievement of member experience and sales goals.
• Exceed member expectations
• Participate in company approved training programs
• Effectively communicate with others sharing information in a clear and concise manner
• Understand complex issues surrounding personal lines insurance
• Determine and execute steps to resolve issues
• De-escalate a dissatisfied member
• Work under minimal supervision
• Adapt to changing needs of the company

• Demonstrating a high level of proficiency in navigating Insurance Link system (Guidewire)
• Prior experience working with high volume and time sensitive accounts
• Excellent time management skills
• Prior experience in written (email) communication to internal and external customers
• Working and training in a remote setting
• Sales and service experience

• Insurance and/or AAA/ACG club products and terminology
• Insurance Link systems (Guidewire)
• Brokered carriers' systems
• State specific guidelines

• Remote (virtual) work with occasional travel to ACG physical locations. Willingness to work irregular hours, late nights, weekends, and holidays along with occasional overtime as deemed necessary by management