Licensed Customer Service Rep (Insurance) - Birmingham, MI

About this role

Job Type:

Full time   Exempt/Non Exempt:  

Hourly Job Description:

  Job Description Location Details: This is an on-site position in our Birmingham, MI location.

Position Schedule / Shift: Schedule will consist of hours worked· Monday - Friday between 7:30AM - 6:00PM along with rotational hours on Saturday.

Position Summary The Auto Club Group is seeking a customer-focused Field Insurance Service Representative to support members with insurance policies, payments, renewals, and product inquiries. This role combines service, problem-solving, and sales support to help members protect what matters most while promoting ACG’s insurance, membership, and financial products.

Key Responsibilities Customer Service & Member Support • Respond to customer insurance inquiries, explain product features and ACG service advantages, support sales processing, and resolve member/customer complaints with management support as needed.

• Participate in team service efforts and help deliver consistent, customer-focused support.  

Insurance Policy Servicing & Processing • Service insurance policies and process applications, renewals, policy changes, endorsements, status or coverage changes, amendments, transfers, billing questions, and new business applications in accordance with state rules and corporate policies.

• Respond to insurance availability, eligibility, and coverage questions; prepare proposals; update electronic member information; maintain filing systems; and provide general agency support.

Sales, Quotes & Referrals • Provide insurance product quotes, apply underwriting and business rules and eligible discounts, complete sales, identify cross-sell opportunities, and promote insurance, membership, financial products, credit cards, Travel, and Life referrals.

• Refer customers to agents when appropriate.  

Payments, Renewals & Retention • Process insurance and membership payments, including initial, installment, lapse, and reinstatement payments; conduct retention calls; and contact members/insureds regarding delinquent memberships, late premiums, reinstatements, and cancellations.

• Support outbound promotional and retention calling while promoting ACG products and services following established guidelines.  

Community & Office Support • Assist with office events that generate insurance revenue, increase member product awareness, and support local community activities.

Required Qualifications • High School Diploma or equivalent

• Current Property & Casualty Insurance license.

• Ability to qualify for, obtain, and maintain all required state licenses and appointments to sell and/or service Auto Club Group Membership products.

• Successful completion of Customer Service, Insurance, and Membership training within 6 months of hire.

Work Experience: • Customer Service & Communication • Provide a high level of customer-focused service.

• Respond to billing and coverage questions.

• Present complex information in a clear and concise manner.  

• Insurance Servicing & Transactions • Service insurance policies and process applications, renewals, and amendments.

• Process monetary transactions, including taking payments.  

• Sales Support • Promote the sale of insurance products and services using established guidelines.

Knowledge and Skills: • Insurance Knowledge & Sales • 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.

• Understand insurance terminology, general insurance regulations, underwriting procedures, and sales regulatory and compliance guidelines.  

• Systems, Records & Administration • Use insurance and/or membership systems, such as PPS, POS, IMS, and IPM.

• Maintain accurate records.

• Proficiently use Microsoft Office products.  

• Communication, Math & Customer Service • Read, comprehend, and communicate clearly and concisely with coworkers and the public, including explaining instructions, rules, and procedures.

• Perform mathematical calculations to accurately complete monetary transactions.

• Exceed member expectations through professionalism, efficient and effective service, and proper maintenance of the workstation and office facility.  

• Work Style & Training • Work effectively in a team environment and independently with minimal supervision.

• Perform outbound service calls.

• Work under pressure in a high-volume, fast-paced customer service environment.

• Successfully complete appropriate training related to all Auto Club Group products and services.

Work Environment Work in a temperature-controlled office environment. Willingness and ability to work irregular hours to include weekends, holidays, and community events.

Compensation & Benefits Overview ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

Compensation:

Starting pay ranges from $23.00 to $25.50 per hour, based on experience.

Benefits: At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.

• Prescription drug coverage.

• Dental and vision benefits.

• Employee Assistance Program (confidential support services).  

Financial Protection & Insurance • 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.  

Retirement & Savings • 401(k) plan to support long-term financial goals • 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax.

• Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year

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