Customer Service Representative

AF Group; Lansing (MI); Hybrid; USD 54,000 - 91,000; Full time

Job summary

AF Group, a premier provider of innovative insurance solutions, is seeking a Customer Service Representative to join its fast-paced call center. This role focuses on assisting policyholders, agents, brokers, and Ameritrust Service Center team members with inquiries related to billing, premium audits, claims, and policies.

The position emphasizes multi-tasking across several systems, strong Microsoft Office skills, and delivering exceptional service in a dynamic environment.

Qualifications

• High School diploma or equivalent required.
• Two years of experience with commercial lines insurance.
• Proficient in Microsoft Office applications including Word, Excel and Outlook.
• Must be detail-oriented and possess strong problem-solving skills.
• Ability to multi-task.
• Excellent verbal and written communication skills.

Responsibilities

• Address inquiries via phone, chat and email concerning direct bill invoices. Supply policyholders and agents with direct bill history upon request. Process policy modifications for accounts within our direct written programs and assist customers with payment plan adjustments, premium transfers or waivers, and refund processing.
• Respond to questions from insureds and agents regarding premium audits.
• Respond to claims inquiry calls from policyholders, claimants, agents and medical providers.
• Communicate with Business Development Consultants and agency personnel by phone, chat and email regarding policyholder issues within their program.
• Performs other related duties as assigned.

Skills

Customer service

Attention to detail

Problem solving

Multi-tasking

Communication

Organization

Education

High School diploma or equivalent

College coursework and/or degree preferred

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Compensation: Competitive Compensation and Benefits Package

About Us

AF Group’s focused and passionate team uses industry-leading best practices, analytics and resources to manage risk and minimize loss for our policyholders while strengthening businesses with our valued independent agent partners.

We strive to continuously increase the long‑term value of our organization by outperforming our industry peers and fostering a culture of underwriting and claims excellence.

The Customer Service Representative plays a key role in delivering exceptional service in a fast-paced Call Center setting. This role involves assisting policyholders ...

Compensation

Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market, and other ...

Responsibilities

Calls

Address inquiries received via phone, chat and email concerning direct bill invoices. Supply policyholders and agents with direct bill history upon request. Process ...

Claims

Respond to claims inquiry calls from policyholders, claimants, agents and medical providers. Communicate with Business Development Consultants and agency ...

Requirements

Education

High School diploma or equivalent required. College course work and/or degree preferred.

Experience

Two years of experience with commercial lines insurance.

Skills

Proficient in Microsoft Office applications including Word, Excel and Outlook.Strong customer service skills.Must be detail-oriented and possess strong problem-solving ...

About Us

AF Group’s focused and passionate team uses industry-leading best practices, analytics and resources to manage risk and minimize loss for our policyholders while strengthening businesses with our valued independent agent partners.

We strive to continuously increase the long‑term value of our organization by outperforming our industry peers and fostering a culture of underwriting and claims excellence.

AF Group (Lansing, Mich.) and its subsidiaries are a premier provider of innovative insurance solutions. Insurance policies may be issued by any of the following companies within AF Group: Accident Fund Insurance Company of America, Accident Fund National Insurance Company, Accident Fund General Insurance Company, United Wisconsin Insurance Company, Third Coast Insurance Company, or CompWest Insurance Company.

View Summary

Company: AF Group

Location: United States (Remote)

Level: Non-Manager

Compensation: Competitive Compensation and Benefits Package

JobFamily:

Industry: Insurance Services

Overview

The Customer Service Representative plays a key role in delivering exceptional service in a fast-paced Call Center setting. This role involves assisting policyholders, agents, brokers, and Ameritrust Service Center team members with inquiries related to billing, premium audits, claims, and policies. CSRs are expected to manage multiple system applications simultaneously while providing efficient and effective support to customers. Experience with handling a variety of digital tools and addressing customer needs across different platforms is essential for success in this position.

PAY RANGE:

Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market, and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $54,000 and $90,550.

PAY RANGE:

Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market, and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $54,000 and $90,550.

Responsibilities

• Address inquiries received via phone, chat and email concerning direct bill invoices. Supply policyholders and agents with direct bill history upon request. Process policy modifications for accounts within our direct written programs and assist customers with requests related to payment plan adjustments, premium transfers or waivers, and refund processing.
• Respond to questions from insureds and agents regarding premium audits.
• Respond to claims inquiry calls from policyholders, claimants, agents and medical providers.
• Communicate with Business Development Consultants and agency personnel by phone, chat and email regarding policyholder issues within their program.
• Performs other related duties as assigned.
• Address inquiries received via phone, chat and email concerning direct bill invoices. Supply policyholders and agents with direct bill history upon request. Process policy modifications for accounts within our direct written programs and assist customers with requests related to payment plan adjustments, premium transfers or waivers, and refund processing.
• Respond to questions from insureds and agents regarding premium audits.
• Respond to claims inquiry calls from policyholders, claimants, agents and medical providers.
• Communicate with Business Development Consultants and agency personnel by phone, chat and email regarding policyholder issues within their program.
• Performs other related duties as assigned.

Requirements

• High School diploma or equivalent required. College course work and/or degree preferred.
• Two years of experience with commercial lines insurance.Property & Casualty insurance required or the ability to obtain this license in the required amount of time after starting position.
• Proficient in Microsoft Office applications including Word, Excel and Outlook.
• Must be detail-oriented and possess strong problem-solving skills.
• Ability to multi-task.
• Strong organization and time management skills.
• Excellent verbal and written communication skills.
• Excellent organization skills and strong customer service skills.
• Sit, stand, walk/ambulatory

WORKING CONDITIONS:

Work is performed in an office setting with no unusual hazards.

The qualifications listed above are intended to represent the minimal skills and experience levels associated with performing the duties and responsibilities contained in this position description. The qualifications should not be viewed as absolute standards, but as general guidelines that should be considered with other position-related criteria.

WORKING CONDITIONS:

Work is performed in an office setting with no unusual hazards.

The qualifications listed above are intended to represent the minimal skills and experience levels associated with performing the duties and responsibilities contained in this position description. The qualifications should not be viewed as absolute standards, but as general guidelines that should be considered with other position-related criteria.

The Customer Service Representative plays a key role in delivering exceptional service in a fast-paced Call Center setting. This role involves assisting policyholders, agents, brokers, and Ameritrust Service Center team members with inquiries related to billing, premium audits, claims, and policies. CSRs are expected to manage multiple system applications simultaneously while providing efficient and effective support to customers.