Michigan Claim Customer Service Representative

AAA; United States; Remote; USD 38,000 - 44,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

Paid parental leave

Tuition assistance

Discounts and perks

Job summary

AAA is seeking a Michigan Claim Customer Service Representative to manage claims in a remote, full-time role. You'll take initial loss notices, identify claims for adjudication, and ensure compliance with regulations.

The ideal candidate has a high school diploma and call center training. Responsibilities include processing claims, ensuring customer satisfaction, and initiating services. Competitive salary and benefits are offered.

Qualifications

• Must have strong interpersonal and communication skills.
• Experience in processing claim inquiries is essential.
• Ability to provide high-level customer service required.

Responsibilities

• Handle claim inquiries and initiate claim services.
• Determine type and extent of loss for claims processing.
• Ensure compliance with state regulations.

Skills

Strong interpersonal and communication skills

Customer-focused attitude

Ability to learn claim handling skills

Proactive customer contact

Education

High School Diploma or equivalent

Completion of AAA approved call center training program

Eligibility to acquire and maintain state adjuster’s license

Tools

Microsoft Office

Job description

Michigan Claim Customer Service Representative

Remote Full-time salary: $38k – $44k

Overview

Join AAA The Auto Club Group as a Michigan Claim Customer Service Representative. This is a remote, full-time position with attendance requirements during initial training and probationary period. Eligible candidates must live within 50 miles of Dearborn, Michigan for consideration.

Responsibilities

• Take first notice of loss, handle claim inquiries, initiate claim services, and process low-complexity, one-touch claims in a call center environment.
• Identify non-complex claims for one-touch adjudication upon intake.
• Determine the type and extent of loss and ensure consistency with reported facts.
• Review necessary legal and police/fire reports to process claims as needed.
• Interpret policy language and apply coverage to authorize or deny claims.
• Initiate services, authorize, and resolve issues related to services such as car rental, vehicle repairs, and non-complex homeowner claims (e.g., food spoilage).
• Initiate and create payments, settle or recommend settlement value within specified limits.
• Identify additional claim exposures and create sub-claims as necessary; refer files for investigation as warranted.
• Inform insured of coverage decisions within defined scope; respond to claimant inquiries and explain payments.
• Review status of open and closed reserves and adjust as appropriate; identify salvage and subrogation potential per policy.
• Ensure compliance with state regulations and complete first notice of loss for all policy products.
• Explain the benefits of company programs, initiate services (e.g., repair inspections, vehicle tows, car rental).
• Provide basic information to members regarding claims procedures per Customer Interaction Model.
• Promote customer satisfaction and deliver seamless service to meet customer service goals and standards.
• Navigate multiple information sources and claim processing systems (e.g., FACTS, CPS, POS, IPM, Intranet/Internet).
• Respond to members/customers questions in a timely manner.

Supervisory Responsibilities

None

What you will benefit

• A competitive hourly salary between $19.00 - $22.00
• Medical, dental and vision benefits
• Paid parental leave and adoption assistance
• PTO, company holidays, CEO days, and floating holidays
• Paid volunteer day annually
• Tuition assistance and professional certification reimbursement
• Discounts, perks, and rewards

Qualifications

Education

• High School Diploma or equivalent
• Completion of AAA approved call center training program and ongoing training for the position
• Must be eligible to acquire and maintain a state adjuster’s license for appropriate state(s)

Experience

• Processing FNOL information and handling claim inquiries using claim systems and Microsoft Office
• Reading and understanding customer care tools and materials
• Performing mathematical calculations and problem resolution

Knowledge

• Claim processing policy and procedures
• Ability to provide high level customer service in a call center environment

Skills and Abilities

• Strong interpersonal and communication skills; customer-focused
• Ability to learn and apply claim handling skills, policy analysis, and coverage application
• Proactive customer contact and issue resolution
• Understanding of auto and home repair estimates and subrogation basics
• Ability to work independently and in a team; sit for long periods; willingness to work irregular shifts including weekends and holidays

Preferred Qualifications

• Associate’s degree in Business Administration or related field, or equivalent experience
• Completion of insurance coursework (IIA) or related credentials
• Experience in a claim-related field such as insurance, automotive, medical or legal services

Work Arrangements

This position is currently able to work remotely from a home office for day-to-day operations unless travel is required by leadership. This is subject to change based on policy updates.

About Us

The Auto Club Group (ACG) provides membership, travel, insurance, and financial services to approximately 14+ million members and customers across 14 states and 2 U.S. territories. We are part of the AAA federation and are the second largest AAA club in North America. We are committed to an inclusive and welcoming environment of diverse backgrounds and viewpoints.

For more information, visit www.aaa.com

ACG’s compensation philosophy is market-competitive and performance-based. Salary offers are determined based on location and other factors. Reasonable accommodations will be made for qualified applicants as needed. The Auto Club Group is an equal opportunity employer. All qualified applicants will receive consideration without regard to protected characteristics.

Regular and reliable attendance is essential for this role. A background and drug screen may be required.