Licensed Customer Service Representative

ACS Auto Club Services, Inc., an AAA-affiliated leader in finance and insurance services, is seeking a Licensed Customer Service Representative. In this member-focused role, you will provide policy support, answer coverage and billing questions, process changes, and assist with new insurance applications. You'll handle inbound calls, resolve issues, and educate members on products that support safety and financial security. Working in a collaborative, training-focused environment, you'll use CRM and policy systems to document interactions, ensure compliance, and deliver high-quality, reliable service to AAA members across multiple states.

Responsibilities

• Respond to inbound member calls and inquiries regarding insurance products, coverage, and billing
• Provide licensed insurance guidance within state and company regulations
• Process policy changes, renewals, cancellations, and endorsements accurately
• Assist members with new insurance applications and cross-sell appropriate products
• Document all interactions in CRM and policy administration systems
• Resolve member issues and escalate complex cases when needed
• Meet or exceed service, quality, and productivity metrics
• Stay current on product, underwriting, and compliance requirements
• Collaborate with team members to support workload and service levels
• Participate in training and development to maintain active insurance license

Required Skills

• Insurance customer service
• Property & Casualty insurance knowledge
• Call center operations
• CRM software
• Policy administration systems
• Data entry and documentation
• Regulatory and compliance awareness
• Cross-selling and upselling
• Verbal and written communication
• Problem solving and de-escalation