Job Description:
• Provide price quotes on all insurance products using applicable underwriting, business rules, and discounts to complete sales
• Rewrite and reinstate insurance policies according to underwriting and business rules
• Complete membership and insurance applications, endorsements, and change forms
• Accept and process point-of-sale payments
• Make outbound follow-up calls in response to customer questions or complaints
• Respond to inquiries from sales representatives, insureds, mortgage companies, and other sources regarding ratings, premiums, billing problems, and cancellations
• Obtain and verify payments and other information
• Process customer policies, endorsements, status changes, and coverage changes efficiently
• Assist agents in resolving technical and business-related issues
• Assist other Customer Interaction Centers, including Emergency Road Service, Claims, Membership, and Travel, when necessary
• Deliver customer service, explain product benefits, identify coverage opportunities, support sales goals, and enhance the member experience in a high-volume call center
Requirements:
• High School Diploma or equivalent (GED)
• Experience providing a high level of customer-focused service
• Experience navigating through a PC Windows environment and accessing multiple applications
• Experience managing and navigating multiple sources of information and applying them as needed
• Experience performing monetary transactions
• Experience cross-selling
• Current Property & Casualty Insurance license
• May be required to attain and maintain state membership licenses as appropriate by the department
• Willingness and ability to work extended/irregular hours, including weekends and holidays
• Ability to work Monday–Friday training hours of 9:00 AM–5:30 PM EST
• Ability to work assigned production schedules and Saturday rotations
• Ability to work remotely full-time, with temporary reporting to a designated ACG facility if connectivity or service-level issues occur and the employee is located within 50 miles of an office
• Preferred: college-level coursework, certification, or equivalent relevant continuous learning
• Ability to manage concurrent customer interactions across chat, voice, and email platforms
Benefits:
• Overtime earning potential at time and a half the hourly wage
• Fully paid training
• $1,000 sign-on bonus for Licensed Property and Casualty Agents; applicants must be new to ACG
• Medical plans with multiple coverage options, including HSA eligibility
• Prescription drug coverage
• Dental and vision benefits
• Employee Assistance Program
• 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
• 401(k) plan with automatic deferral, company match, additional company contribution, and immediate/three-year vesting terms
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options
• Paid Time Off (PTO)
• 10 company-paid holidays annually for full-time employees
• 1 mental health day, floating holidays, and volunteer day
• Paid parental, bereavement, jury duty, and military leave
• Tuition assistance up to $5,250 annually; 80% covered by ACG
• Professional certification support with 100% reimbursement for eligible programs
• Career development and advancement opportunities
• Complimentary AAA membership with roadside assistance and travel discounts
• Adoption assistance program