Insurance

• Provide entry-level service and support to policyholders with a focus on first-contact resolution
• Handle requests through a single channel, such as phone
• Take and make phone calls
• Manage policy information
• Protect customers by cross-selling and binding applicable products, coverages, and services
• Anticipate and proactively address future questions, needs, and pain points
• Expound on coverages and provide detailed policy reviews
• Provide insurance quotes for existing insurance policies
• Process underwriting transactions within standard authority levels
• Support policyholders via phone, web, and chat
• Collaborate with other agents to build positive relationships and provide timely resolution
• Work toward progression into the Service Agent position
• Actively work toward obtaining required licensure

Insurance Service Associate

Sales

• Manage, resolve, and process membership inquiries through first-call resolution, including billing, renewals, upgrades, payments, information changes, and duplicate cards
• Drive membership and credit card sales targets through proactive promotion, consultative selling, and effective closing techniques
• Identify opportunities for new memberships, upgrades, and product enhancements
• Support membership sales initiatives using direct mail campaigns, marketing promotions, and member interactions
• Maximize cross-sell opportunities involving account maintenance, sales, and warm transfers
• Provide members with verbal and written information about directions, attractions, hotels, state parks, weather, road closures, discounts, and rewards programs
• Complete Triptik requests and assist with auto vacation planning
• Receive and process crossover support during disaster situations
• Adhere to performance metrics for call management, schedule adherence, sales targets, and other leadership-prescribed metrics
• Work remotely in a call-center environment, reporting temporarily to a designated ACG facility during connectivity or service-level issues when applicable

Membership Sales and Service Representative

DevOps Engineer

• Embed automated security controls into CI/CD pipelines across build, test, and release stages
• Design risk-based security gates and integrate SAST, DAST, SCA, and container scanning
• Build and maintain internal DevSecOps tooling and platform extensions, including reusable pipeline libraries, security plugins, and automation frameworks
• Monitor production and cloud environments in real time to detect, log, and respond to misconfigurations or intrusions
• Drive cloud-native security architecture across AWS and Azure environments
• Implement security controls for Kubernetes, containerized workloads, and infrastructure-as-code
• Evaluate and integrate security tools for application, pipeline, container, and cloud security
• Support continuous compliance and governance through automated engineering controls, evidence collection, and control mapping
• Collaborate with developers on secure coding and advise IT on safe cloud configurations
• Lead vulnerability management and remediation across application, pipeline, and cloud environments
• Participate in threat modeling and architecture reviews
• Travel occasionally to off-site business meetings or conferences

DevSecOps Engineer

Call Center Representative

• Ensure effective service to members/insureds and manage people, operations, and projects for the work group
• Implement and manage achievement of the strategic business plan
• Apply principles and best practices to achieve member satisfaction, productivity, and corporate leadership goals
• Sustain a continuous learning environment focused on job knowledge, customer service skills, and workplace safety
• Assume responsibility for service and operational activities during the Team Manager's absence
• Coach and develop team members through continual education and enrichment
• Communicate with team members through individual and group meetings
• Foster employee satisfaction, development, growth, retention, and adherence to company culture and values
• Identify training needs, ensure training delivery, review training effectiveness, and recommend enhancements
• Direct staff handling of member service issues and resolve escalated conflicts, special service needs, dissatisfaction, payment issues, contract station obligations, and adverse service conditions
• Interview, screen, hire, promote, and terminate team members; review staffing changes
• Prepare and conduct performance appraisals and take corrective action when necessary
• Ensure compliance with Club policies, safety procedures, and federal and state labor laws
• Analyze operating activities and report to management
• Participate in committees and special projects recommending changes to operating methods, business plans, and training curriculum
• Support leadership development through annual Leadership Development Units
• Participate in live call taking, development, training, and local contingency and disaster-readiness planning
• Exercise discretion and independent judgment in promotions, coaching, culture implementation, project participation, and escalated issue resolution

Call Center Supervisor

General

• Serve as a go-to resource for RealPage, HALO, and Grace Hill
• Provide training, troubleshooting, user support, and team development on property management software and systems
• Develop and deliver virtual and in-person training curricula, materials, guides, and process documentation
• Assist with system updates, rollouts, implementations, post-migration activities, and process improvements
• Support onsite teams and collaborate across departments to improve systems and processes
• Work closely with the Director of Systems & Team Development to execute deadlines, goals, and expectations
• Stay current on federal, state, and local property management laws, including Fair Housing and Landlord Tenant Law
• Assist with strategic direction, professional development, learning paths, and Learning Management System administration
• Perform remote desk audits, site field reports, file audits, and quality-control activities
• Manage and maintain Property Management Software settings, user management, and document management
• Assist with software setup and implementation for new properties
• Ensure timely responses to daily HALO support tickets and suggest training topics based on ticket data
• Revise and manage company documents and forms
• Provide lease-up support and complete special projects
• Complete assigned reports and projects by required deadlines
• Travel to assigned properties and corporate-office trainings and meetings throughout Wisconsin

Systems & Team Development Specialist

• Solicit and sell Life & Health insurance and Annuity products primarily within ACG branch locations
• Develop leads and prospects through phone calls, mailings, referrals, networking, website inquiries, and seminars
• Prepare proposals and close sales of Life, Health, Annuity, Membership, and Financial Services products
• Achieve established sales goals
• Maintain thorough knowledge of product features, marketing techniques, and sales techniques
• Use sound sales practices when working with customers
• Respond to customer inquiries and problems
• Build sales opportunities through customer engagement and follow-up
• Complete appropriate applications and forms
• Follow internal processing procedures to ensure transactions comply with company policies and practices
• Prepare reports documenting prospecting and sales activities
• Maintain specified production standards and persistency levels
• Collaborate with branch partners to reach business goals
• Maximize leads, sales opportunities, and cross-sell opportunities
• Assist Underwriting and Brokerage Departments in satisfying requirements
• Participate in limited-travel community events

Life Insurance Specialist

Claim Specialist

• Review assigned claims
• Contact insureds and other affected parties
• Set expectations for the claim process and initiate documentation in the claim handling system
• Complete complex coverage analysis
• Identify all applicable policyholder benefits
• Create additional sub-claims when needed
• Investigate claim facts to determine payment, limits, exclusions, and recovery potential
• Review damages and determine applicability of state law and other claim-related factors
• Evaluate the financial value of losses
• Approve payments for appropriate parties
• Refer claims to Underwriting, Recovery Units, or Claims Special Investigation Unit when necessary
• Document and code claim files and complete claim closure activities in the claims management system
• Negotiate claim settlements
• Handle homeowner/CAT claims valued over $100,000 in the field
• Prepare damage estimates using claims software
• Review estimates for accuracy
• Monitor contractor repair status when needed
• Assist the Claim Manager with file reviews and training when needed
• Conduct on-site property inspections and guide policyholders through the claims process
• Support catastrophe response efforts for large-scale weather events and natural disasters

Property Field Claim Specialist

Human Resources

• Support Talent Management programs including Talent Development, Talent Review, Succession Planning, Associate Engagement, and Diversity & Inclusion.
• Manage full delivery of Talent programs, including resource scheduling, project tracking, risk analysis, and reporting.
• Communicate status and timeline updates to internal and external customers.
• Partner with HR managers and subject matter experts to deliver and drive adoption of Talent programs.
• Participate in management development programs and succession planning meetings.
• Facilitate training for people managers on employee development.
• Conduct employee engagement research and execute action plans based on survey results.
• Produce and distribute internal communications through e-newsletters, email blasts, and The Clubhouse.
• Coordinate Diversity & Inclusion events.
• Lead or serve on AAA Club Alliance committees requiring HR representation.
• Collaborate with Information Technology and HRIS on automation of Talent Management programs, processes, and reporting.
• Coordinate talent assessment and feedback programs/processes.
• Use feedback and analytics to improve Talent Management programs.
• Align organization-wide talent management initiatives with operational and program efficiency goals.
• Partner with Talent Acquisition on recruitment and retention strategies.
• Set and monitor processes for periodic Associate talent conversations.
• Provide expertise, observations, and feedback regarding talent development and leadership capability.
• Establish metrics to evaluate the effectiveness of the talent development framework and partner with leaders on execution.
• Perform other duties as assigned.

Manager, Talent Management

Customer Retention Specialist

• Oversee production for direct mail, digital, and telemarketing marketing efforts
• Collaborate with internal marketing/support teams and vendors to produce cost-effective member communications
• Track, monitor, and analyze results for marketing programs
• Use campaign results to continually improve performance and achieve key objectives
• Prepare internal communications for AAA personnel regarding member and vendor questions
• Establish objectives for marketing initiatives, including test offers, financial assumptions, and creative across platforms
• Ensure marketing campaigns are executed on time and within budget
• Execute strategies to achieve incremental member growth across membership categories
• Create an annual marketing plan and budget with management
• Track actual results against forecasts and recommend improvements
• Collaborate with third-party telemarketing vendors to maximize performance and achieve renewal goals
• Partner with Corporate Marketing, Consumer and Market Research, and third parties to improve communications, renewal rates, member growth, and brand consistency

Membership Retention Specialist

• Review assigned claims
• Contact insureds and other affected parties
• Set expectations for the claim process and initiate documentation in the claim handling system
• Complete complex coverage analysis and identify all applicable policyholder benefits
• Create additional sub-claims when needed
• Investigate claim facts to determine payment limits, exclusions and recovery potential
• Review damages and determine applicability of state law and other claim factors
• Evaluate the financial value of losses
• Approve payments for appropriate parties
• Refer claims to Underwriting, Recovery Units or Claims Special Investigation Unit when necessary
• Document and code claim files and complete claim closure activities in the claims management system
• Negotiate claim resolutions
• Handle homeowner/CAT claims valued over $100,000, unlivable insured properties and total losses
• Investigate claims requiring extensive coverage analysis and assistance from experts, engineers or specialized vendors
• Scope and prepare large restoration estimates using investigative and estimation tools
• Review contractor estimates
• Provide oversight of assigned claims, member communication, expert/resource coordination and restoration project schedules
• Handle claims involving adverse third parties, litigation and alternative dispute resolution
• Assist the Claim Manager with file reviews and training
• Travel to territories throughout Michigan for field assignments and property inspections

Senior Large Loss Field Property Claim Specialist

Cloud Engineer

• Serve as Subject Matter Expert on large global infrastructure projects requiring cross-functional IT partnership
• Partner with architects and engineers to plan, design, implement, enable, promote, and assist adoption of DevOps methodologies and standards
• Promote and provide expert guidance on Agile development and Agile infrastructure principles and practices
• Guide teams on Infrastructure as Code, provisioning, continuous integration, delivery and deployment, and test automation
• Focus on future cloud-based technology growth options supporting organizational maturity
• Plan, design, implement, and educate teams on DevOps tools, practices, cloud platforms, AWS, and GCP
• Provide organizational leadership to identify and remove infrastructure and system-level impediments limiting productivity and quality
• Identify and implement process improvements supporting DevOps methodologies and cloud usage
• Track and provide feedback on DevOps adoption
• Provide direction and design solutions for infrastructure, security, deployment, scaling, metrics, and IT operations
• Conduct technology reviews and internal audits to ensure solutions meet business and security needs

Senior Cloud Engineer

Representative

• Investigate, evaluate, negotiate, and resolve automobile liability claims
• Ensure compliance with insurance laws, company guidelines, and regulatory requirements
• Review assigned claims and contact insured and affected parties
• Set expectations for the remainder of the claim process
• Initiate documentation in the claim handling system
• Complete complex coverage analysis and identify all possible policyholder benefits
• Create additional sub-claims when needed
• Investigate claim facts to determine payment, applicable limits or exclusions, and recovery potential
• Review damages and determine applicability of state law and other claim factors
• Evaluate the financial value of losses
• Approve payments for appropriate parties
• Refer claims to Underwriting, Recovery Units, or the Claims Special Investigation Unit when necessary
• Document and code claim files and complete claim closure activities in the claims management system
• Negotiate claim settlements
• For APD assignments, settle total losses, inspect vehicles, and prepare damage estimates
• For DRS Examiner assignments, manage Direct Repair Shops for program compliance
• Determine cause of damage, establish liability, identify subrogation potential, monitor repairs, and approve car rental expenses
• Handle simple APD litigation cases when applicable
• Work remotely from a home office for day-to-day operations, with occasional travel for meetings, collaboration, or team-building activities as specified by leadership

Regional Auto Claim Representative II – Desk

• Develop, present and sell customized insurance programs for Personal Lines and Small Commercial clients
• Partner with assigned Account Management team
• Provide service to new and existing clients
• Develop and manage an active pipeline of qualified prospects
• Generate leads from personal contacts, cold calling, networking, client referrals, and colleagues

Insurance Sales Executive – Personal Lines

• Identify customer needs and recommend appropriate insurance products
• Offer personal lines, small commercial, and life insurance products
• Maintain partnerships with insurance company representatives and underwriters
• Act as a liaison between clients and insurers
• Develop leads through referral sources, including realtors/brokers, mortgage lenders, car dealerships, automotive repair shops, bankers, businesses, and AAA member referrals

Insurance Sales Agent

Technician

• Perform diagnostics and repair work involving suspension and steering, brakes including ABS/traction control, electrical systems, heating/air conditioning, and other assigned jobs
• Maintain in-depth knowledge of specialized skills and continue developing technical skills for flexibility in work assignments
• Maintain a clean, well-organized work area
• Properly maintain tools and equipment
• Follow equipment-manufacturer safety procedures and corporate safety policies