Insurance Service Representative - Madison East, WI

Job Type:

Full time

Hourly

Monday - Friday 8:30 AM - 5:30 PM.

40 hours per week. Scheduled hour for lunch each day.

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.

• 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.

• 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.

• 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.

• 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.

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

• 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.

• 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.

• 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 in a temperature-controlled office environment. Willingness and ability to work irregular hours for community events.