Michigan Claim Customer Service Representative

Job Type
Full time
Exempt/Non Exempt
Hourly
Job Description
Location Details:
Hybrid – Dearborn, Michigan
Eligible candidates must reside within a fifty-mile radius of Dearborn, Michigan for consideration.
Position Schedule / Shift
Monday – Friday:
8:00 AM EST – 5:00 PM EST
8:30 AM EST - 5:30 PM EST
9:00 AM EST - 6:00 PM EST
The hours of operation for the Claims Service Center are Monday - Friday: 8:00 AM EST - 6:00 PM EST. A shift bid takes place annually based on performance to determine employee's allotted schedule.
Position Summary
As a Michigan Claim Customer Service Representative, you will serve as the first point of contact for members reporting losses, guiding them through the claims process with professionalism, empathy, and efficiency. In this fast-paced call center environment, you will handle claim inquiries, initiate claim services, and resolve low-complexity, one-touch claims by interpreting coverage, authorizing services, processing payments, and ensuring compliance with company policies and state regulations. This role combines strong customer service, critical thinking, and claims handling expertise to deliver seamless support and timely claim resolution while promoting a positive member experience.
Attendance is mandatory during the initial 90-day training and probationary period for this position. New hires are expected to be present for all scheduled training sessions. Absences, tardiness, or early departures during this period may impact continued employment. Candidates should ensure they are able to meet these attendance expectations before applying for consideration.
Key Responsibilities
Responsible for taking first notice of loss
Handling claims inquiries
Identifies non-complex claims for one-touch claim adjudication upon intake
Determines the type and extent of loss and ensures the claim is consistent with all reported facts
Reviews necessary legal and police/fire reports to process claims as necessary
Interprets policy language and applies coverage to authorize or deny claims
Initiates services, authorizes, and resolves issues related to services such as car rental and vehicle repairs and non-complex homeowner claims (e.g. food spoilage)
Initiates and creates payments
Settles or recommends settlement value of claims within specified limits
Identifies additional claim exposures and creates sub-claims as necessary
Refers files for investigation as warranted
Informs insured of coverage decision on claims within defined scope
Responds to claimant inquiries and explains payments
Documents claim files
Reviews the status of open and closed reserves and makes adjustments consistent with exposures
Identifies claims for salvage and subrogation potential in accordance with company policy
Closes claims in a timely manner
Ensures compliance with state regulations
Completes first notice of loss (FNOL) for all policy products and handles inbound claim inquiries received via phone, the ACG website and other sources
Provides basic information to members regarding claims procedures in accordance with Customer Interaction Model
Promotes customer satisfaction and provides seamless service to ensure customer service goals and standards are met
Navigates through various sources of information and claim processing systems (E.g., FACTS, CPS, Point of Sale, IPM insurance systems, Intranet/Internet, manuals and call center models)
Qualifications
Required
Education
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 utilizing PCs and software packages (e.g. ACG claim systems, Microsoft Word, Excel)
Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
Performing mathematical calculations including adding, subtracting, percentages, etc.
Analyzing and resolving problems
Knowledge And Skills
Knowledge of:
Claim processing policy and procedures
General claim processing functions
Claim processing systems
Telephone etiquette
Ability To
Provide a high level of customer service in a professional call center environment using the following skills:
Strong interpersonal skills demonstrated through work experience, participation in extra-curricular activities and/or community involvement
Strong communication skills required in understanding customers’ concerns and to provide high-quality customer service as demonstrated through the effective use of the customer care call center model
Excellent verbal communication skills service
Strong written communications skills (example may be required at time of interview) needed to respond in a professional manner to members/customers inquiries
Effective listening skills
Ability To Learn And Apply Claim Handling Skills, Including
Policy analysis and coverage application
Claim payment coding, issuance, and exception handling
Proactive customer contact and issue resolution
Car rental coverage knowledge
Claims related policies and procedures
Auto and home repair estimate basics and compliance review
State compliance requirements
Subrogation identification and referral (e.g. MI liability basics regarding uninsured motorists)
Understand insurance fraud scenarios and recognize potential fraud indicators
Issue written correspondence
Prioritize claims-related functions
Successfully complete at least one of the following within 9 months of hire:
AAA general claim policy training
Policy, negligence and no-fault training
Proactively contact and effectively interact with the public and business partners through outbound communication
Work independently
Communicate effectively over the telephone
Work under pressure
Record and maintain information accurately and in a timely fashion
Work effectively in a team environment
Sit for the majority of the workday
Willingness and ability to work irregular shifts, including weekends and holidays.
Preferred
Education:
Associate’s degree in Business Administration or a related field, or the equivalent in related work experience.
Completion of (IIA) Insurance Institute of America or other insurance coursework.
Experience To Include
A claim related field such as insurance, automotive, medical or legal services
A call center environment
Utilizing ACG automated systems
Investigating and resolving claims related problems
Handling claims or claims support tasks such as processing glass claims, car rentals, invoice payments, etc.
Knowledge Of
ACG insurance processes and procedures
Auto and home repair basics and cost estimating
State insurance laws
Regulatory compliance requirements
Property and casualty insurance policy language and provisions
Claims quality service standards
Liability, negligence, No-Fault principles and subrogation
Work Environment
This position is currently available on a hybrid basis only. Employees will work remotely from a home office location for most day-to-day operations with in- office reporting and travel for duties, meetings, collaborative activities, or team building activities specified by leadership. This reporting status is subject to change based on amendments and/or modifications to the ACG Flex Work policy.
Compensation & Benefits Overview
ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).
Compensation
A Michigan Claim Customer Service Representative earns a competitive hourly salary of $19.00 - $22.00 along with the opportunity for an annual company bonus incentive.
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, e

Work arrangement
Yes