Service Center Associate
AF Group

Lansing, Michigan

This job has expired.


Responsible for assigning work coming into unit and monitoring completion to ensure timeliness. Responsible for sorting and identifying documentation received via e-mail, fax, etc. for distribution to Business Development Service Center and Premium Audit. Within letter of authority, responsible for transaction processing of premium and policy information to provide for proper policy issuance and maintenance. Also serves as back up for answering and routing incoming Operator calls.

Contacts include Service Center staff, Premium Audit, Finance, Claims, Business Development, agents, and policyholders.


• Reviews, prioritizes, and assigns work coming in to the BD Support Unit.

• Monitors completion of daily assignments to ensure timeliness.

• Categorizes and identifies documents for imaging.

• Handles returned mail for the Service Center and Premium Audit by routing to correct internal employees or by creating workflow for address changes.

• Sorts, identifies and distributes work based on established assignments.

• Tickets work for Service Center and Premium Audit staff in system by sorting and ticketing emails, faxes, paper mail and various documents.

• Accesses external web sites to retrieve work for distribution.

• Runs internal reports to retrieve work for distribution and generate loss histories.

• Enters data into the computer system and accesses general policy information

• Provides loss history information to internal and external customers

• Reviews, sorts, and prepares coded document for imaging

• Uploads images of document to document management system

• Processes basic policy changes in various systems for multiple brands that include, but is not limited to payroll, class codes, credits, Federal/Risk IDs, addresses, Officers, endorsements, and audit frequency changes.

• Produce manual forms and letters by identifying necessary information and completing appropriate template(s).

• Processes basic corrections to policy and premium information.

• Processes basic policy cancellations and reinstatements.

• Supports appropriate response to State Bureaus, NCCI, and internal and external audit inquiries.

• Answers general policy, billing, and claim inquiries from customers or routes them as appropriate.

• Provides customer service by responding to general telephone inquiries from policyholders and support through the Operator line.

• Performs other clerical and general administrative services, as time permits

• Works with minimum supervision.

This description identifies the responsibilities typically associated with the performance of the job. The percentage of time in any responsibility may vary between positions. Other relevant essential functions may be required.



High school Diploma, G. E. D required with advanced training or college-level coursework in business or insurance. Combinations of relevant education and work experience may be considered in lieu of advanced training or college-level coursework.


One year and six months general office or insurance experience, including six months customer service experience exchanging information and answering basic inquiries over the phone.


• Excellent verbal and written communication skills.

• Ability to work effectively in a multi functional business unit.

• Ability to proofread documents for accuracy of spelling, grammar, punctuation and format.

• Ability to file accurately, alphabetically and numerically.

• Effective organizational skills and ability to prioritize work.

• Ability to manage multiple priorities and meet established deadlines.

• Basic knowledge of computers and word processing software.

• Knowledge of multi-line telephone system.

• Basic knowledge of spreadsheet software.

• Basic math skills.

• Ability to comprehend what is stated and implied in written material.


Work is performed in an office setting with no unusual hazards.


Basic Windows, Basic Word, Basic Excel. Alpha Numeric, Reading Comprehension, Proofreading, Math.

This job has expired.

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