Licensed Customer Service Representative. - Insurance - Joliet, IL
Description
Job Type:
Full time
Exempt/Non Exempt
Hourly
Job Description
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
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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.
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Participate in team service efforts and help deliver consistent, customer-focused support.
Insurance Policy Servicing & Processing
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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.
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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
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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.
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Refer customers to agents when appropriate.
Payments, Renewals & Retention
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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.
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Support outbound promotional and retention calling while promoting ACG products and services following established guidelines.
Community & Office Support
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Assist with office events that generate insurance revenue, increase member product awareness, and support local community activities.
Required Qualifications
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High School Diploma or equivalent
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Current Property & Casualty Insurance license.
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Ability to qualify for, obtain, and maintain all required state licenses and appointments to sell and/or service Auto Club Group Membership products.
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Successful completion of Customer Service, Insurance, and Membership training within 6 months of hire.
Work Experience
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Customer Service & Communication
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Provide a high level of customer-focused service.
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Respond to billing and coverage questions.
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Present complex information in a clear and concise manner.
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Insurance Servicing & Transactions
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Service insurance policies and process applications, renewals, and amendments.
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Process monetary transactions, including taking payments.
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Sales Support
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Promote the sale of insurance products and services using established guidelines.
Knowledge and Skills
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Insurance Knowledge & Sales
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Analyze member/potential customer insurance needs and determine appropriate levels of coverage.
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Prepare appropriate rate quotations.
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Organize, plan, and promote the sale of ACG insurance and membership products and services.
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Understand insurance terminology, general insurance regulations, underwriting procedures, and sales regulatory and compliance guidelines.
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Systems, Records & Administration
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Use insurance and/or membership systems, such as PPS, POS, IMS, and IPM.
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Maintain accurate records.
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Proficiently use Microsoft Office products.
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Communication, Math & Customer Service
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Read, comprehend, and communicate clearly and concisely with coworkers and the public, including explaining instructions, rules, and procedures.
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Perform mathematical calculations to accurately complete monetary transactions.
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Exceed member expectations through professionalism, efficient and effective service, and proper maintenance of the workstation and office facility.
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Work Style & Training
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Work effectively in a team environment and independently with minimal supervision.
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Perform outbound service calls.
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Work under pressure in a high-volume, fast-paced customer service environment.
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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
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Medical plans with multiple coverage options, including HSA eligibility.
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Prescription drug coverage.
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Dental and vision benefits.
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Employee Assistance Program (confidential support services).
Financial Protection & Insurance
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Company-paid basic life insurance.
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Optional supplemental life insurance and dependent coverage.
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Short-term and long-term disability coverage.
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Critical illness, accident, and pet insurance options.
Retirement & Savings
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401(k) plan to support long-term financial goals
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3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax.
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Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting.
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Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.
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Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.
Time Off & Leave
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Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment.
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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.
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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.
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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.
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Paid leave programs, including parental, bereavement, jury duty, and military leave.
Career Growth & Education
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Tuition assistance (up to $5,250 annually; 80% covered by ACG).
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Professional certification support with 100% reimbursement for eligible programs.
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Opportunities for career development and advancement.
Additional Perks
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Complimentary AAA membership with roadside assistance and travel discounts.
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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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Who We Are
Become a part of something bigger.
The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Frem