Licensed Branch Customer Service Representative - Detroit, MI

Job Description

Licensed Customer Service Representative at AAA The Auto Club Group. Provide high‑level support to the insurance agency and members by servicing existing insurance accounts.

• Perform retention calls and process applications, renewals, and amendments
• Resolve customer problems and sell membership and financial products such as credit cards
• Provide price quotes on all insurance products, factoring in underwriting, business rules, and discounts to complete sales
• Take insurance payments (initial, installment, lapse, or reinstatement)
• Respond to customers’ insurance inquiries and explain product features and Auto Club Group service advantages
• Refer to agent when appropriate
• Recognize and promote cross‑sale opportunities while servicing policy changes in accordance with state rules
• Assist management and agents with sales‑processing activities
• Conduct outbound promotional and retention call activities and promote Auto Club Group products following guidelines
• Participate in a team environment to promote customer satisfaction
• Receive and resolve member/customer complaints, seeking management assistance as needed
• Participate in office events to generate insurance revenue and improve member awareness
• Fulfill, maintain, and service insurance policies
• Respond to inquiries regarding insurance availability, eligibility, coverage
• Prepare proposals, policy changes, transfers, and billing clarifications
• Contact members or insureds regarding renewal of delinquent memberships, late premium payments and reinstatements
• Verify new business applications
• Refer relevant members/insureds to other lines of business (Travel, Life)
• Process insurance and membership payments
• Update electronic member information
• Maintain filing systems and provide general Agency support

Starting hourly wage of $23.00 – $25.50 per hour, based on experience.

• Medical, dental, and vision benefits
• 401(k) match
• Paid parental leave and adoption assistance
• Paid Time Off (PTO), company paid holidays, CEO days, and floating holidays
• Paid volunteer day annually
• Tuition assistance, professional certification reimbursement, and other professional development opportunities
• AAA Membership
• Discounts, perks, and rewards

• Current Property & Casualty Insurance license
• Must qualify for, obtain, and maintain all applicable state licenses and appointments required for selling and/or servicing Auto Club Group Membership products
• Successful completion of Customer Service, Insurance and Membership training within six months of hire
• Regular and reliable attendance is essential for this role

High School Diploma or equivalent.

• Provide high‑level customer‑focused service
• Service insurance policies and process applications, renewals, and amendments
• Respond to billing and coverage questions
• Process monetary transactions; take payments
• Promote sale of insurance products and services following established guidelines
• Present complex information clearly and concisely

• Analyze member/potential customer insurance needs and determine appropriate coverage levels
• Prepare accurate rate quotations
• Organize, plan, and promote sale of ACG insurance and membership products and services
• Perform outbound service calls
• Maintain accurate records
• Understand insurance terminology, general regulations, and underwriting procedures
• Follow sales regulatory and compliance guidelines
• Use insurance and membership systems (e.g., PPS, POS, IMS, IPM)
• Work effectively in a team environment and independently with minimal supervision
• Exceed member expectations for professionalism, efficient service, and workspace upkeep
• Proficient in Microsoft Office products
• Communicate clearly and concisely in written and verbal form
• Perform mathematical calculations for monetary transactions
• Work under pressure in a high‑volume, fast‑paced customer service environment
• Complete appropriate training regarding all ACG products and services

This is an in‑office/on‑site position. Employees will service ACG members in‑person at an ACG branch facility.

The Auto Club Group, and all its affiliated companies, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.