Licensed Customer Service Representative

Location Details:

This is an on-site position in our Joilet, IL location.

Position Schedule / Shift:

Monday - Friday 8:30am – 5:30pm

Position Summary

The Auto Club Group is seeking a customer-focused Field Insurance Service Representative to support members with insurance policies, payments, renewals, and product inquiries. This role combines service, problem-solving, and sales support to help members protect what matters most while promoting ACG’s insurance, membership, and financial products.

Key Responsibilities

Customer Service & Member Support

• Respond to customer insurance inquiries, explain product features and ACG service advantages, support sales processing, and resolve member/customer complaints with management support as needed.

• Participate in team service efforts and help deliver consistent, customer-focused support.
   

Insurance Policy Servicing & Processing

• Service insurance policies and process applications, renewals, policy changes, endorsements, status or coverage changes, amendments, transfers, billing questions, and new business applications in accordance with state rules and corporate policies.

• Respond to insurance availability, eligibility, and coverage questions; prepare proposals; update electronic member information; maintain filing systems; and provide general agency support.
   

Sales, Quotes & Referrals

• Provide insurance product quotes, apply underwriting and business rules and eligible discounts, complete sales, identify cross-sell opportunities, and promote insurance, membership, financial products, credit cards, Travel, and Life referrals.

• Refer customers to agents when appropriate.
   

Payments, Renewals & Retention

• Process insurance and membership payments, including initial, installment, lapse, and reinstatement payments; conduct retention calls; and contact members/insureds regarding delinquent memberships, late premiums, reinstatements, and cancellations.

• Support outbound promotional and retention calling while promoting ACG products and services following established guidelines.
   

Community & Office Support

• Assist with office events that generate insurance revenue, increase member product awareness, and support local community activities.

Required Qualifications

• High School Diploma or equivalent

• Current Property & Casualty Insurance license.

• Ability to qualify for, obtain, and maintain all required state licenses and appointments to sell and/or service Auto Club Group Membership products.

• Successful completion of Customer Service, Insurance, and Membership training within 6 months of hire.

Work Experience:

• Customer Service & Communication

  • Provide a high level of customer-focused service.

  • Respond to billing and coverage questions.

  • Present complex information in a clear and concise manner.
     

• Insurance Servicing & Transactions

  • Service insurance policies and process applications, renewals, and amendments.

  • Process monetary transactions, including taking payments.
     

• Sales Support

  • Promote the sale of insurance products and services using established guidelines.

Knowledge and Skills:

• Insurance Knowledge & Sales

  • Analyze member/potential customer insurance needs and determine appropriate levels of coverage.

  • Prepare appropriate rate quotations.

  • Organize, plan, and promote the sale of ACG insurance and membership products and services.

  • Understand insurance terminology, general insurance regulations, underwriting procedures, and sales regulatory and compliance guidelines.
     

• Systems, Records & Administration

  • Use insurance and/or membership systems, such as PPS, POS, IMS, and IPM.

  • Maintain accurate records.

  • Proficiently use Microsoft Office products.
     

• Communication, Math & Customer Service

  • Read, comprehend, and communicate clearly and concisely with coworkers and the public, including explaining instructions, rules, and procedures.

  • Perform mathematical calculations to accurately complete monetary transactions.

  • Exceed member expectations through professionalism, efficient and effective service, and proper maintenance of the workstation and office facility.
     

• Work Style & Training

  • Work effectively in a team environment and independently with minimal supervision.

  • Perform outbound service calls.

  • Work under pressure in a high-volume, fast-paced customer service environment.

  • Successfully complete appropriate training related to all Auto Club Group products and services.

Work Environment

Work in a temperature-controlled office environment. Willingness and ability to work irregular hours to include weekends, holidays, and community events.

Compensation & Benefits Overview

ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

Compensation:

Starting pay ranges from $23.00 to $25.50 per hour, based on experience.

Benefits:

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.

• Prescription drug coverage.

• Dental and vision benefits.

• Employee Assistance Program (confidential support services).
   

Financial Protection & Insurance

• Company-paid basic life insurance.

• Optional supplemental life insurance and dependent coverage.

• Short-term and long-term disability coverage.

• Critical illness, accident, and pet insurance options.
   

Retirement & Savings

• 401(k) plan to support long-term financial goals

  • 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax.

  • Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting.

  • Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.
   

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment.

• Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements.

• Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.

Paid Holidays:

Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules.

• Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.

• Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• Tuition assistance (up to $5,250 annually; 80% covered by ACG).

• Professional certification support with 100% reimbursement for eligible programs.

• Opportunities for career development and advancement.

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts.

• Adoption assistance program.

Job Posting Period: [Insert appropriate verbiage based on options below. Do not include highlighted verbiage]

This position is expected to remain posted through 9/1/2026, however, it may close at any time once a qualified candidate pool is identified.

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