Member Services Advocate – Claims

Job Description:

• 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.

Requirements:

• High School degree required; some college level coursework preferred.
• Minimum 2 years’ experience in a customer service related position required where there is a high value placed on the customer/member experience; 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).
• Must be flexible in their personal schedules and be willing to work overtime and weekends as business dictates.
• Prior experience navigating and operating multiple computer applications and telephone technologies desired.

Benefits:

• Remote work options