Field Service Representative

AAA-The Auto Club Group; Traverse City (MI); On-site; USD 42,000 - 56,000; Full time

Job summary

The Auto Club Group is seeking a Field Insurance Service Representative in Traverse City, MI to support the Insurance Agency and members by servicing existing accounts and promoting insurance, membership, and financial products.

You will handle policy renewals, quotes, payments, and inquiries, work with agents, and participate in community activities to grow insurance revenue while ensuring compliant, high-quality service.

Responsibilities

• Perform retention calls, process applications, renewals, amendments, and resolve customer problems.
• Provide price quotes on all insurance products and apply discounts.
• Take insurance payments (initial, installment, lapse, reinstatement).
• Explain product features and Auto Club Group advantages to potential customers to promote sales.
• Refer to agent when appropriate.
• Support policy servicing and processing changes per state rules.
• Promote cross-sale opportunities within servicing activities.
• Participate in a team environment to enhance customer satisfaction.
• Handle member complaints and escalate as needed.
• Assist in local community activities and office events.
• Respond to inquiries regarding coverage, availability, and eligibility.
• Prepare insurance proposals and billing clarifications.

Job description

A DAY IN THE LIFE of a Field Insurance Service Representative

The Auto Club Group is seeking a Field Insurance Service Representative who will provide a high level of support to the Insurance Agency and members by servicing existing insurance accounts.

• Perform retention calls, process applications, renewals, amendments, resolve customer problems, as well as selling membership and financial products (credit cards)
• Provide price quotes on all insurance products and factor in all applicable rules (underwriting, business, etc.) and discounts to complete the sale
• Take insurance payments (initial, installment, lapse, or reinstatement)
• Respond to customers’ insurance inquiries and explains product features and Auto Club Group service advantages to potential customers for the purpose of promoting and selling various insurance, membership, and financial products
• Refer to agent when appropriate
• Recognize and promote cross-sale opportunities within the context of servicing a change to an existing member’s policy and provide efficient processing of customer policies, endorsements, and status and coverage changes in accordance with state rules and corporate policies and procedures
• Provide customer assistance through the performance of sales processing activities and assists management and agents when applicable
• Conduct outbound promotional and retention call activities per management request and provides general promotion of Auto Club Group products and services following established guidelines
• Participate in a team environment to promote customer satisfaction and consistent service following the customer service model
• Receive and resolve member/customer complaints and seeks assistance from management in complaint resolution as necessary
• Participate in office events developed to generate insurance revenue, improve member awareness of products, and support local community activities
• Fulfill, maintain and service insurance policies
• Respond to inquiries regarding insurance availability, eligibility, coverage. Prepare insurance proposals, policy changes, transfers, and billing clarification
• Contact members or insureds regarding the renewal of delinquent memberships, late premium payments and to solicit reinstatements in the event of policy cancellations
• Verify new business applications
• Refer relevant members/insureds to other lines of business (i.e. Travel and Life)
• Process insurance and membership payments
• Maintain filing systems and provide other general Agency support