Claim Customer Service Representative

AAA

. Serve as the first point of contact for members reporting losses .

Posted 10/1/2026full-timeDearborn • Michigan • United StatesMid-LevelSenior💰 $19 - $22 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in claims processing, including FNOL handling, policy analysis, and customer service. Proficient in navigating claims systems and ensuring compliance with state regulations while maintaining high customer satisfaction.

Highest-signal resume keywords

FNOL ProcessingClaims AnalysisCustomer ServiceState Adjuster's LicenseACG Claims Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims Processing PolicyMathematical CalculationsPolicy Language InterpretationClaims Payment CodingSubrogation IdentificationAuto and Home Repair BasicsInsurance Fraud RecognitionDocumentation AccuracyRegulatory ComplianceClaims Quality Standards

Soft Skills

Interpersonal SkillsEffective ListeningVerbal CommunicationWritten CommunicationProblem Solving

Tools & Technologies

ACG Claim SystemsMicrosoft WordMicrosoft ExcelFACTSCPSPoint of SaleIPMIntranet/Internet

Certifications & Qualifications

State Adjuster's LicenseAAA Approved Call Center TrainingInsurance Institute of America Coursework

Industry Keywords

Claims ProceduresAutomotive InsuranceHomeowner ClaimsNo-Fault PrinciplesLiabilityNegligenceSubrogationCustomer Care

About the role

Key responsibilities & impact

Serve as the first point of contact for members reporting losses
Guide members through the claims process with professionalism, empathy, and efficiency
Take first notice of loss (FNOL) for all policy products
Handle inbound claims inquiries by phone, the ACG website, and other sources
Identify non-complex claims for one-touch adjudication upon intake
Determine the type and extent of loss and validate reported facts
Review legal and police/fire reports as necessary
Interpret policy language and apply coverage to authorize or deny claims
Initiate services and resolve issues related to car rental, vehicle repairs, and non-complex homeowner claims
Initiate and create payments
Settle or recommend claim settlement values within specified limits
Identify additional claim exposures and create sub-claims
Refer files for investigation when warranted
Inform insureds of coverage decisions
Respond to claimant inquiries and explain payments
Document claim files
Review and adjust open and closed reserves consistently with exposures
Identify salvage and subrogation potential
Close claims in a timely manner
Ensure compliance with state regulations
Provide members with basic information about claims procedures
Promote customer satisfaction and meet customer service goals and standards
Navigate claim processing systems and information sources, including FACTS, CPS, Point of Sale, IPM, intranet/internet, manuals, and call center models
Work remotely from a home office for most day-to-day operations and report in-office or travel for duties, meetings, collaboration, or team building as specified by leadership

Requirements

What you’ll need

Completion of AAA approved call center training program, appropriate level ACG Claim Representative Training program and ongoing training and certification 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 PCs and software packages such as ACG claim systems, Microsoft Word, and Excel
Ability to read and comprehend Customer Care service tools, manuals, and work models
Ability to perform mathematical calculations including adding, subtracting, and percentages
Ability to analyze and resolve problems
Knowledge of claim processing policy and procedures
Knowledge of general claim processing functions and claim processing systems
Knowledge of telephone etiquette
Strong interpersonal, communication, verbal communication, written communication, and effective listening skills
Ability to learn and apply policy analysis and coverage application
Ability to learn claim payment coding, issuance, and exception handling
Ability to learn proactive customer contact and issue resolution
Ability to learn car rental coverage knowledge
Ability to learn claims-related policies and procedures
Ability to learn auto and home repair estimate basics and compliance review
Ability to learn state compliance requirements
Ability to identify and refer subrogation opportunities, including Michigan uninsured-motorist liability basics
Ability to understand insurance fraud scenarios and recognize potential fraud indicators
Ability to issue written correspondence and prioritize claims-related functions
Successfully complete at least one of AAA general claim policy training or policy, negligence and no-fault training within 9 months of hire
Ability to proactively contact and effectively interact with the public and business partners through outbound communication
Ability to work independently, under pressure, and effectively in a team environment
Ability to communicate effectively over the telephone
Ability to record and maintain information accurately and in a timely fashion
Ability to sit for the majority of the workday
Willingness and ability to work irregular shifts, including weekends and holidays
Preferred: Associate’s degree in Business Administration or a related field, or equivalent related work experience
Preferred: Completion of Insurance Institute of America or other insurance coursework
Preferred experience in insurance, automotive, medical, or legal services; call center environments; ACG automated systems; investigating and resolving claims-related problems; and claims support tasks
Preferred knowledge of ACG insurance processes, auto and home repair basics, cost estimating, state insurance laws, regulatory compliance, property and casualty policy language, claims quality standards, liability, negligence, No-Fault principles, and subrogation
Must reside within a fifty-mile radius of Dearborn, Michigan
Regular and reliable attendance is essential
Applicants offered employment must consent to a background and drug screen

Benefits

Comp & perks

Annual company bonus incentive
Medical plans with multiple coverage options, including HSA eligibility
Prescription drug coverage
Dental and vision benefits
Employee Assistance Program
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
401(k) plan with company matching and additional company contribution
Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
Paid Time Off (PTO)
10 company-paid holidays annually for full-time employees
1 mental health day, 2 floating holidays and 1 volunteer day for full-time employees
Paid leave programs, including parental, bereavement, jury duty, and military leave
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
Complimentary AAA membership with roadside assistance and travel discounts
Adoption assistance program
Hybrid work arrangement