Member Services Advocate

AAA Life Insurance Company; Livonia (MI); Remote; USD 35,000 - 55,000; Full time

Job summary

AAA Life Insurance Company seeks a Member Service Advocate to support all lines of insurance processing, including enrollments and customer service. The role is a remote, fast-paced inbound call center position serving current members and policyholders.

The ideal candidate will have a minimum 2 years of customer service experience, a high school diploma, and flexibility to work overtime and weekends. Insurance/call center experience is preferred.

Qualifications

• High School diploma required; some college level coursework preferred.
• Minimum 2 years’ experience in a customer service related position required.
• Must be flexible in their personal schedules and be willing to work overtime and weekends as business dictates.
• Insurance/call center experience preferred.
• Basic understanding and knowledge of life insurance company operations, policies and procedures and knowledge of various insurance products preferred
• Perform accurate mathematical calculations (addition, subtraction, multiplication and division).
• Prior experience navigating and operating multiple computer applications and telephone technologies desired.

Responsibilities

• Demonstrate and continue to develop detailed and proven understanding of all AAA Life products and processes associated with providing service to the member.
• Handle member inquiries and provide resolution to problems that may require additional escalation in a way that reflects the Member Experience philosophy of Speed, Accuracy and Style.
• Exhibits strong communication and collaborative qualities and deliver information confidently to members.
• Follows appropriate procedures to approve and process reinstatement forms within guidelines.
• Enroll members in coverage as opportunities are presented.
• Assist management in the receipt and resolution of insured’s and member complaints.
• Consistently leverage our brand and our dedication to creating a positive member experience.
• Transfer and/or redirect members to other AAA Life Insurance departments and contacts when necessary.
• Performs other duties as assigned.

Skills

Customer service

Communication

Problem solving

Education

High School diploma

Some college coursework

Tools

CRM software

Phone systems

Job description

Overview

AAA Life is a respected and trusted American brand that has been focusing on Life Insurance and Annuity Products since 1969. At AAA Life we have over 1.8 million policies where we take pride in earning the trust of our policyholders who understand our promise to be there for them – and their families – when we’re needed most. By joining the AAA Life team, you are joining a company that genuinely cares about helping each other, with a devotion to protect the lives of those around us. We embrace a diverse, equitable, inclusive culture where all associates can feel a sense of belonging and use their unique talents and perspective to influence, innovate, motivate, and thrive.

AAA Life is seeking to hire a Member Service Advocate that will be responsible for supporting all lines of insurance processing including: generating enrollments, providing exceptional customer service, and performing administrative tasks based upon member inquiries and requests. The goal is to exceed member expectations for the products we market and the services we provide and allow them an easy way of doing business with AAA Life Insurance Company.

This is fast-paced, inbound call center, providing outstanding service to our current members/policyholders.

Responsibilities

How You’ll Work

Work Solution: Remote

Relocation Eligibility: Not Available

• Demonstrate and continue to develop detailed and proven understanding of all AAA Life products and processes associated with providing service to the member.
• Responsible for handling member inquiries and providing resolution to problems that may require additional escalation in a way that reflects the Member Experience philosophy of Speed, Accuracy and Style.
• Exhibits strong communication and collaborative qualities and be able to deliver information confidently to members.
• Follows appropriate procedures to approve and process reinstatement forms within guidelines.
• Enroll members in coverage as opportunities are presented.
• Assist management in the receipt and resolution of insured’s and member complaints.
• Consistently leverage our brand and our dedication to creating a positive member experience.
• Transfer and/or redirect members to other AAA Life Insurance departments and contacts when necessary.
• Performs other duties as assigned.

Qualifications

• High School diploma required; some college level coursework preferred.
• Minimum 2 years’ experience in a customer service related position required
• Must be flexible in their personal schedules and be willing to work overtime and weekends as business dictates.

Preferred Qualifications

• Insurance/call center experience preferred.
• Basic understanding and knowledge of life insurance company operations, policies and procedures and knowledge of various insurance products preferred
• Perform accurate mathematical calculations (addition, subtraction, multiplication and division.)
• Prior experience navigating and operating multiple computer applications and telephone technologies desired.

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, talk, hear and concentrate. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodation will be made for otherwise qualified applicants as needed to enable them to fulfill these requirements.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

AAA Life Insurance Company does not offer immigration sponsorship for this position. This includes visa types such as H-1B, TN, and STEM OPT. Please do not apply if you currently require or may require employer-sponsored immigration support now or in the future.