AAA

• Grow and manage contractor relationships to ensure delivery of Roadside Assistance that meets or exceeds Quality Standards • Work closely with local contractors who assist AAA members with Emergency Roadside Assistance • Gathers information/documentation to assist management in determination of eligibility for Roadside Assistance (RA) participation • Handles or assists in the on-boarding of successful RA candidates after management approval • Responsible for protecting the AAA brand by managing use of the logo at approved facilities and ensuring compliance throughout the lifecycle of the relationship. • Provides RA facilities with guidance to improve efficiencies and reduce costs • Conducts training sessions on RA procedures and program standards for approved facilities and their employees • Works closely with the Member Relations Department to investigate and make decisions to resolve member complaints within established departmental standards

• The Claims Senior Casualty Adjuster handles moderate to high complexity claims involving material damage, property and/or liability lines of insurance. • Conduct phone and/or field investigations to determine liability and damages. • May attend and participate in legal proceedings. • Identify and obtain statements from insureds, claimants and witnesses. • Communicate and interact with a variety of individuals including insureds and claimants. • Explain benefits, coverages, fault and claims process either verbally or in writing in compliance with regulatory and statutory requirements. • Recognize and appropriately address moderate complexity coverage issues. • Evaluate and determine claim values upon receipt and assessment of property, bodily injury and liability data. • Negotiate within settlement authority with insureds and claimants to resolve first and third party claims. • Update database production reports, and document and update claim files via company systems. • Control expenses for areas of responsibility. • Verify and interpret / resolve coverage by gathering necessary information to ensure policy applicability. • Coordinate with internal and external departments as required. • Respond quickly to customer needs and problems. • Independently resolve claims within authority level.

• Handle highly complex new and reassigned auto and homeowner bodily injury liability claims. • Adhere to ACG claim handling procedures, processes and guidelines. • Complete coverage and liability investigations, including obtaining statements from parties involved. • Obtain required documents and reports to complete coverage and liability investigations. • Set expectations, ensuring the claim process is explained and understood. • Complete complex coverage analysis. • Identify additional exposures, create appropriate referrals for additional claims and subclaims. • Conduct thorough reviews of liability, damages, and applicability of state law. • Evaluate settlement range value, prepare documents related to reserve, settlement and settlement authority. • Negotiate settlements with attorney represented and non-represented parties. • Prepare legal releases. • Authorize expense and indemnity payments. • Complete referrals, when required, to underwriting, recovery, SCIU, large loss unit and HRCC. • Document claim file memos, upload documents to claim file, complete claim coding. • Present claim matters during meetings. • Collaborate with legal team. • Provide peer mentoring. • Assist Management with special reports, projects, task.

Role Description As a remote, work from home AAA Roadside Assistance Call Center Representative, you are the first point of contact for our valued members facing distress on the roads. As part of a fast-paced 24/7 operation, you'll have the rewarding opportunity to deliver a totally satisfying member experience by ensuring members are heard, understood, and given the immediate attention they deserve. To empower you in this crucial role, we provide comprehensive training, equipping you with the knowledge needed to deliver legendary service. What You Will Do - Field incoming calls from members requiring emergency roadside assistance including services such as towing, locksmith, fuel, battery, and minor mechanical issues. - Understand the nature of the member’s distress, ensuring their immediate safety, and document the details promptly and accurately. - Maintain a compassionate and composed demeanor, especially during high-intensity calls. - Relay critical information to the internal and external teams to expedite the dispatching process. - Work collaboratively with the team to ensure the smooth operation of our Emergency Roadside Service. - Succeed in a structured environment where performance goals are set and measured, driving member satisfaction. Work-From-Home Requirements - Dedicated, quiet workspace without interruptions. - Ability to directly connect to ISP via Ethernet (No DSL, Satellite, Hot Spots, etc). Modem/Router must be in the same room as the computer equipment with a minimum of 25 mbps download and 5 mbps upload. - Demonstrated ability to uphold productivity and confidentiality in a remote setting. - Regular attendance in virtual team meetings and training sessions. - Availability during standard business hours and flexibility for possible shift adjustments. Qualifications - Prior customer service experience. Call Center experience is preferred. - Bilingual skills, especially in Spanish, are a plus. - Ability to provide excellent customer service and thrive in a high-volume call environment. - Excellent communication skills, both verbal and written. - Empathy and a strong desire to help those in distress. - Advanced computer and multi-tasking skills with the ability to talk and type at the same time and navigate multiple systems and screens. - Comprehensive understanding of maps, GPS systems, and traffic safety rules. - Proficiency in Microsoft Teams and Outlook. - High School diploma, GED or equivalent. Benefits - Health coverage for medical, dental, vision - 401(K) saving plans with company match AND Pension - Tuition assistance - Floating holidays and PTO for community volunteer programs - Paid parental leave - Wellness programs - Employee discounts (membership, insurance, travel, entertainment, services and more!)

• This position supports the Auto Physical Damage Operation by providing material damage claims handling for insurance policies written by the Interinsurance Exchange in compliance with all regulatory and statutory requirements. • The primary functions include analyzing and evaluating vehicle damage to assist in writing estimates, reviewing estimates, validating compliance and determining repair costs. • Communication with members, vehicle owners, body shops and others will be required pertaining to repair process and costs. • Works within specific limits and authority to resolve claims with well-defined procedures. • Work typically includes repairs and total loss estimation of moderate to significant complexity. • Utilize physical inspections to complete accurate and thorough estimates for vehicle repair that are compliant with company guidelines, industry standards and applicable laws and regulations. • Evaluation will include determining accident related damages and vehicle repairability. • As part of the estimating process, communicate and interact with a variety of individuals including insureds, claimants, repair facilities, internal claims staff and others. • Explain the claim process, repair process, coverage or policy language as applicable. This could be through verbal conversations or in writing, all while in compliance with regulatory and statutory requirements. • Providing clear and concise documentation to support estimated damage via photos and detailed descriptions in claim files on company systems. • Negotiate within settlement authority to resolve claims. Including dispute resolution regarding repair costs and/or coverage. • Coordinate with internal departments • Respond quickly to customer needs and inquiries • Must be able to assist with Catastrophe duties as required • This position requires a higher degree of discretion and independent judgment in analysis and problem solving to effectively manage losses. • Determine policy obligations by assessing damage components of the loss. • Investigate and differentiate between allegations and facts in each loss.

• Manage the enterprise Purchasing Card (P-Card) Program and execute procurement activities for moderate to high complexity goods and services • Support business units across the organization, with a primary focus on IT-related purchases • Ensure strong supplier management, data integrity, and compliance with procurement policies • Translate business requirements into sourcing solutions, negotiate pricing, mitigate risk, and deliver the best value • Administer the enterprise P-Card program, including application approvals, credit limits, audits, disputes, and account maintenance • Provide training and support to cardholders and managers • Review and process purchase requisitions and change orders • Execute sourcing activities, primarily for IT-related goods and services • Issue requests for quotes (RFQs) and evaluate supplier responses • Lead supplier onboarding, validation, and approval processes • Ensure data accuracy for supplier profiles and payment details in Coupa • Manage transactional supplier relationships and conduct reviews • Resolve supplier-related issues including pricing discrepancies and match exceptions • Support and manage contract lifecycle activities including SOWs and renewals • Collaborate with Legal, Finance, and Strategic Sourcing

• Assigned as owning adjuster when injury exposure is identified • Handles complex 1st and 3rd party auto liability cases involving injury, including complexity litigated cases with defense attorney involvement • May handle 1st party medical payment and PIP claims • Responsible for managing, investigating, and negotiating claims, including collaborating with defense counsel to identify strategy for negotiations • Provides input as the face of the organization via phone or in attendance on video or in-person at mediations and settlement conferences for litigation claims • Interacts directly with defense counsel providing direction, authority for resolution and ensures appropriate outcome in balancing defense costs and indemnity on litigation claims • Making coverage determinations and advising customers as to proper course of action related to coverage issues • Conducting investigative work of a complex nature (interviewing witnesses; obtaining and analyzing evidence, including medical records; deciding whether an independent medical examination is warranted; etc.) • Direct defense counsel in non-litigated or litigated claims • May require appearing at and representing the insureds at arbitrations and trials • May require testimony in a deposition setting • Evaluate defense counsel fees and cost for reasonableness and resolve • Evaluating potential for subrogation and initiating initial notice of subrogation request • Making final decisions to settle within settlement authority, without supervisory approval, and developing negotiating strategies • Presenting cases in Committee setting when seeking above settlement authority level; thereafter, independently negotiating and settling the claim • Will develop and present executive summaries on individual claims to external clients and internal executives in a virtual setting to gain alignment with client on next steps, and settlements • Handles most commercial product types including but not limited to auto, fleet, last mile delivery, and trucking • Will handle claims in most geographic venues • Handles claims involving any vehicle types that may include, but is not limited to auto, motorcycles, scooters, recreational vehicles, trucks, and remote-controlled delivery vehicles • Understands and handles claims in line with any applicable insurance program agreements, claim service level agreements • Plays a direct role in the development of other adjusters through mentorship, training, and coaching

• Provides guidance and direction to a project team of individuals responsible for the review of highly complex insurance product, underwriting and related practices • Ensures the timely and accurate completion of assigned individual and team tasks • Develops scope and identify next steps for assigned projects • Works with Management to develop reporting and analytics • Collaborates with field management and the team to build and enhance dashboards • Summarizes findings at an agent level and presents findings to management • Analyzes cost/benefit across Product features & Underwriting Practices to ensure or increase optimization of profitability • Participates in meetings with agents & managers to share results • Works in conjunction with Internal Audit on confidential and/or special projects and employee investigations • Conducts analyses to identify underlying trends and improvement opportunities and provides results and recommendations to management • Develops policies and procedures relative to the audit process as indicated • Reviews Underwriting reporting budget and analyzes cost-benefit • Builds trials to evaluates opportunities for new vendor solutions to assess cost/benefit and potential to increase optimization across Product & Underwriting • Performs special projects as requested and may provide guidance & direction for others working on the project

• Lead the operational excellence, reliability, and support of enterprise AI and data platforms • Ensure the stability, scalability, observability, governance, and operational readiness of AI/ML solutions • Partner with Data Engineering, Data Science, Architecture, Infrastructure, Security, and Product teams to support production AI workloads • Provide technical leadership for AI/ML platforms • Design and implement automation, monitoring, observability, and operational tooling • Serve as a senior escalation point for complex production issues • Communicate complex technical concepts effectively to both technical and non-technical audiences • Identify opportunities to improve operational efficiency, governance, security, and developer experience.

• Manage complex physical damage claims with minimal supervision. • Operate with a high level of approval authority. • Investigate, evaluate, and resolve challenging claims scenarios. • Serve as a key decision-maker ensuring accurate loss assessment and timely claim resolution. • Review assigned claims and contact the insured and other affected parties. • Set expectations for the remainder of the claim process and initiate documentation in the claim handling system. • Conduct thorough reviews of damages and determine the applicability of state law and other factors related to the claim. • Evaluate the financial value of the loss and approve payments for the appropriate parties accordingly. • Refer claims to other units when necessary and document the claim file thoroughly. • Handle complex claims involving settling Total Losses, inspecting vehicles, and preparing estimates of damage.