AAA
AAA
AAA is a federation of affiliated automobile clubs serving members through automotive, travel, insurance, and logistics-related services. Its offerings include emergency roadside assistance, travel planning resources, maps and guides, and member discounts available across the United States and internationally. Individual clubs operate within their own geographic areas while following shared AAA standards, creating a local service network with broader support for members traveling domestically or abroad.

Claims Customer Service Representative - Dearborn, MI (Hybrid)

Claims representative handling FNOL, coverage decisions, payments, and straightforward claims for AAA members in Michigan. Supports members across insurance, roadside assistance, travel, and financial services.

Description

  • Serve as the initial contact for members reporting losses
  • Support members throughout the claims process with professionalism, empathy, and efficiency
  • Capture first notice of loss (FNOL) across all policy products
  • Respond to claims questions through phone, the ACG website, and other channels
  • Screen incoming claims for eligibility for one-touch adjudication
  • Assess the nature and scope of losses and verify reported information
  • Examine legal, police, and fire reports when needed
  • Interpret policy provisions and apply coverage decisions to approve or deny claims
  • Arrange services and resolve issues involving rental cars, vehicle repairs, and straightforward homeowner claims
  • Initiate and process claim payments
  • Settle claims or recommend settlement amounts within authorized limits
  • Recognize further exposures and establish sub-claims
  • Refer files for investigation when appropriate
  • Explain coverage determinations to insureds
  • Answer claimant questions and clarify payment details
  • Maintain complete claim documentation
  • Review and update open and closed reserves to reflect current exposures
  • Assess opportunities for salvage and subrogation
  • Complete claim closures promptly
  • Follow applicable state regulatory requirements
  • Explain basic claim procedures to members
  • Support member satisfaction while meeting customer service standards and objectives
  • Use claim systems and information resources such as FACTS, CPS, Point of Sale, IPM, intranet/internet, manuals, and call center models
  • Perform most daily work remotely from a home office, with in-office attendance or travel for assigned duties, meetings, collaboration, or team-building activities

Requirements

  • Complete AAA-approved call center training, the appropriate ACG Claim Representative Training program, and ongoing role-specific training and certification
  • Qualify to obtain and retain an adjuster license in the applicable state or states
  • Experience capturing FNOL details and responding to claim inquiries with PCs and software such as ACG claim systems, Microsoft Word, and Excel
  • Ability to read and understand Customer Care tools, manuals, and operating models
  • Ability to perform basic calculations, including addition, subtraction, and percentages
  • Ability to assess issues and develop solutions
  • Understanding of claim-processing policies and procedures
  • Familiarity with general claim functions and claim-processing systems
  • Knowledge of professional telephone etiquette
  • Strong interpersonal, communication, speaking, writing, and active-listening skills
  • Ability to learn and apply policy analysis and coverage principles
  • Ability to learn claim payment coding, issuance, and exception processes
  • Ability to learn proactive member outreach and issue resolution
  • Ability to learn car rental coverage
  • Ability to learn claims policies and procedures
  • Ability to learn basic auto and home repair estimates and compliance reviews
  • Ability to learn state regulatory requirements
  • Ability to identify and refer subrogation opportunities, including Michigan uninsured-motorist liability fundamentals
  • Ability to understand insurance fraud situations and recognize potential indicators
  • Ability to prepare written correspondence and prioritize claims-related work
  • Complete at least one AAA general claim policy course or policy, negligence, and no-fault training within nine months of hire
  • Ability to initiate contact and communicate effectively with the public and business partners through outbound channels
  • Ability to work independently under pressure and contribute effectively on a team
  • Ability to communicate clearly by telephone
  • Ability to enter and maintain accurate information promptly
  • Ability to remain seated for most of the workday
  • Willingness and ability to work nonstandard shifts, including weekends and holidays
  • Preferred: Associate degree in Business Administration or a related discipline, or equivalent relevant experience
  • Preferred: Insurance Institute of America coursework or comparable insurance education
  • Preferred experience in insurance, automotive, medical, or legal services; call centers; ACG automated systems; claims problem investigation and resolution; or claims support
  • Preferred knowledge of ACG insurance operations, auto and home repair fundamentals, cost estimation, state insurance laws, regulatory compliance, property and casualty policy language, claims quality standards, liability, negligence, No-Fault principles, and subrogation
  • Live within 50 miles of Dearborn, Michigan
  • Maintain regular and dependable attendance
  • Consent to a background check and drug screening if offered employment

Benefits

  • Annual incentive bonus opportunity
  • Medical plan choices, including HSA-eligible options
  • Prescription drug coverage
  • Dental and vision coverage
  • Employee Assistance Program
  • Company-paid basic life insurance
  • Optional supplemental life and dependent coverage
  • Short- and long-term disability coverage
  • Optional critical illness, accident, and pet insurance
  • 401(k) plan with company matching and an additional company contribution
  • Health Savings Account and Flexible Spending Account options
  • Paid time off
  • Ten company-paid holidays each year for full-time employees
  • One mental health day, two floating holidays, and one volunteer day for full-time employees
  • Paid parental, bereavement, jury duty, and military leave
  • Tuition assistance of up to $5,250 annually, with 80% covered by ACG
  • Full reimbursement for eligible professional certification programs
  • Career development and advancement opportunities
  • Complimentary AAA membership with roadside assistance and travel discounts
  • Adoption assistance
  • Hybrid work arrangement

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