Licensed Field Service Representative - Traverse City, MI

Job Summary

Required Qualifications

• •A Current Property & Casualty Insurance license
• •Must qualify, obtain, and maintain all applicable state licenses and appointments required for selling and/or servicing Auto Club Group Membership products
• •High School Diploma or equivalent
• •Must be willing and able to work irregular hours to include weekends, holidays, and community events
• •Must be able to perform duties contained in the job description for this position, including, but not limited to, the above requirements
• •Must be able to read, comprehend, and communicate clearly and concisely in the work environment and with the public
• •Must be able to perform mathematical calculations to accurately perform monetary transactions
• •Must be able to work under pressure in a high volume, fast paced customer service environment
• •Must be able to successfully complete appropriate training relative to all Auto Club Group (ACG) products and services
• •Must be able to work in a temperature-controlled office environment
• •Must be able to work independently, with minimal supervision
• •Must be able to 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
• •Must be able to analyze member/potential customer insurance needs and determine appropriate levels of coverage
• •Must be able to prepare appropriate rate quotations
• •Must be able to organize, plan and promote the sale of ACG insurance and membership products and services
• •Must be able to maintain accurate records
• •Must be able to perform outbound service calls
• •Must be able to work effectively in a team environment
• •Must be able to proficiently use Microsoft Office products
• •Must be able to perform customer-focused service
• •Must be able to service insurance policies and processing applications, renewals, and amendments
• •Must be able to respond to billing and coverage questions
• •Must be able to process monetary transactions; taking payments
• •Must be able to promote the sales of insurance products and services using established guidelines
• •Must be able to present complex information in a clear and concise manner
• •Must be able to know insurance terminology
• •Must be able to know general insurance regulations
• •Must be able to know underwriting procedures
• •Must be able to know sales regulatory and compliance guidelines
• •Must be able to know insurance systems and/or membership systems (e.g., PPS, POS, IMS, IPM)
• •Must be able to respond to inquiries regarding insurance availability, eligibility, coverage
• •Must be able to prepare insurance proposals, policy changes, transfers, and billing clarification
• •Must be able to contact members or insureds regarding the renewal of delinquent memberships, late premium payments and to solicit reinstatements in the event of policy cancellations
• •Must be able to verify new business applications
• •Must be able to refer relevant members/insureds to other lines of business (i.e. Travel and Life)
• •Must be able to update electronic member information
• •Must be able to fulfill, maintain and service insurance policies
• •Must be able to receive and resolve member/customer complaints and seek assistance from management in complaint resolution as necessary
• •Must be able to participate in office events developed to generate insurance revenue, improve member awareness of products, and support local community activities
• •Must be able to conduct outbound promotional and retention call activities per management request and provide general promotion of Auto Club Group products and services following established guidelines
• •Must be able to provide customer assistance through the performance of sales processing activities and assist management and agents when applicable
• •Must be able to 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 in accordance with state rules and corporate policies and procedures
• •Must be able to provide price quotes on all insurance products and factor in all applicable rules (underwriting, business, etc.) and discounts to complete the sale
• •Must be able to take insurance payments (initial, installment, lapse, or reinstatement)
• •Must be able to respond to customers' insurance inquiries and explain product features and Auto Club Group service advantages to potential customers for the purpose of promoting and selling various insurance, membership, and financial products
• •Must be able to refer to agent when appropriate
• •Must be able to receive and resolve member/customer complaints and seek assistance from management in complaint resolution as necessary
• •Must be able to participate in a team environment to promote customer satisfaction and consistent service following the customer service model
• •Must be able to successfully complete Customer Service, Insurance and Membership training within 6 months of hire
• •Must be able to consent to a background and drug screen based on the requirements of the position