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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing customer-focused service in a high-volume call center environment, effectively managing multiple customer interactions across various platforms. Proficient in processing insurance applications, handling monetary transactions, and applying underwriting rules to deliver accurate price quotes.
Highest-signal resume keywords
Customer-Focused ServiceProperty & Casualty Insurance LicenseMonetary Transaction ProcessingCross-SellingPC Windows Navigation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Insurance Policy ProcessingPrice QuotingApplication CompletionEndorsement ManagementPayment Verification
Soft Skills
Customer InteractionProblem SolvingCommunication
Tools & Technologies
Call Center SoftwareChat PlatformsEmail Platforms
Certifications & Qualifications
Property & Casualty Insurance License
Industry Keywords
Underwriting RulesSales GoalsMembership ApplicationsHigh-Volume Call CenterCustomer Experience
About the role
Key responsibilities & impact- Provide price quotes on all insurance products using applicable underwriting, business rules, and discounts to complete sales
- Rewrite and reinstate insurance policies according to underwriting and business rules
- Complete membership and insurance applications, endorsements, and change forms
- Accept and process point-of-sale payments
- Make outbound follow-up calls in response to customer questions or complaints
- Respond to inquiries from sales representatives, insureds, mortgage companies, and other sources regarding ratings, premiums, billing problems, and cancellations
- Obtain and verify payments and other information
- Process customer policies, endorsements, status changes, and coverage changes efficiently
- Assist agents in resolving technical and business-related issues
- Assist other Customer Interaction Centers, including Emergency Road Service, Claims, Membership, and Travel, when necessary
- Deliver customer service, explain product benefits, identify coverage opportunities, support sales goals, and enhance the member experience in a high-volume call center
Requirements
What you’ll need- High School Diploma or equivalent (GED)
- Experience providing a high level of customer-focused service
- Experience navigating through a PC Windows environment and accessing multiple applications
- Experience managing and navigating multiple sources of information and applying them as needed
- Experience performing monetary transactions
- Experience cross-selling
- Current Property & Casualty Insurance license
- May be required to attain and maintain state membership licenses as appropriate by the department
- Willingness and ability to work extended/irregular hours, including weekends and holidays
- Ability to work Monday–Friday training hours of 9:00 AM–5:30 PM EST
- Ability to work assigned production schedules and Saturday rotations
- Ability to work remotely full-time, with temporary reporting to a designated ACG facility if connectivity or service-level issues occur and the employee is located within 50 miles of an office
- Preferred: college-level coursework, certification, or equivalent relevant continuous learning
- Ability to manage concurrent customer interactions across chat, voice, and email platforms
Benefits
Comp & perks- Overtime earning potential at time and a half the hourly wage
- Fully paid training
- $1,000 sign-on bonus for Licensed Property and Casualty Agents; applicants must be new to ACG
- 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 automatic deferral, company match, additional company contribution, and immediate/three-year vesting terms
- Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options
- Paid Time Off (PTO)
- 10 company-paid holidays annually for full-time employees
- 1 mental health day, floating holidays, and volunteer day
- Paid 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
- Career development and advancement opportunities
- Complimentary AAA membership with roadside assistance and travel discounts
- Adoption assistance program