Licensed Customer Service Representative (Insurance) - Peoria, IL

Job Type

Full time, hourly

Field Insurance Service Representative at AAA The Auto Club Group, responsible for supporting the Insurance Agency and members by servicing existing insurance accounts.

• Perform retention calls, process applications, renewals, amendments, and resolve customer problems.
• Sell membership and financial products such as credit cards.
• Provide price quotes on all insurance products, factoring in underwriting, business rules, and applicable discounts to complete the sale.
• Take insurance payments (initial, installment, lapse, or reinstatement).
• Respond to customers’ insurance inquiries, explain product features and Auto Club Group service advantages, and promote and sell various insurance, membership, and financial products.
• Refer to agents when appropriate.
• Recognize and promote cross‑sale opportunities within the context of servicing changes to existing member policies.
• Assist management and agents with sales processing activities.
• Conduct outbound promotional and retention calls as requested by management following established guidelines.
• Participate in a team environment to promote customer satisfaction and consistent service.
• Receive and resolve member/customer complaints, seeking assistance from management as necessary.
• Participate in office events that generate insurance revenue and improve member awareness.
• Maintain and service insurance policies, prepare proposals, policy changes, transfers, and billing clarifications.
• Contact members regarding renewal of delinquent memberships, late premium payments, and solicit reinstatements.
• Verify new business applications and refer relevant members to other lines of business.
• Process insurance and membership payments, update electronic member information, and maintain filing systems.

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

• Current Property & Casualty Insurance license.
• Qualify, 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 6 months of hire.

• High School Diploma or equivalent.

• Provide a high level of customer‑focused service.
• Service insurance policies and process applications, renewals, and amendments.
• Respond to billing and coverage questions.
• Process monetary transactions and take payments.
• Promote the sales of insurance products and services using established guidelines.
• Present complex information in a clear and concise manner.

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

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

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, veteran status, or any other protected characteristic.

Regular and reliable attendance is essential. All employees offered employment must consent to background and drug screening based on the requirements of the position.