Temporary Full-Time Service Advisor, Member Contact Centre

Work at an award-winning top employer! If you are looking for an empowering and progressive place to shape your future, then you’ve landed in the right place at BCAA. With our corporate Head Office in Burnaby and locations around BC, we offer a wide variety of opportunities all across the province. Share our purpose to empower British Columbians to move forward.
BCAA has been named one of BC’s Top Employers 2023!
What BCAA offers you:

• We are an equal opportunity employer that’s committed to accessible, inclusive employment.
• Our team members get to make a difference in the lives of our Members and their communities every day.
• We pride ourselves in being open and transparent and in empowering our people to do great work while serving our Members.
• Team members at our Home Office will have access to our cafeteria onsite, we also have a number of coffee stations throughout the building stocked with complimentary tea & coffee options.
• We enthusiastically support learning and advancement opportunities for our team members.
• Our Regular Full-Time & Part-Time+ (working 20 hours or more per week) status team members are eligible to participate in our amazing Total Rewards Program which offers: Extended Health and Dental, Vision Care, Life Insurance, RRSP matching with company contribution to your pension, access to Incentive Programs, Team Profit Sharing, Employee & Family Assistance Program and more.
• It’s not in our nature to brag but we are proud of some of our achievements that recognize great employee culture. Some of our latest awards include being named as one of BC's Top Employers 2023, 2022, 2021, 2019 Platinum level Best Employer by AON and being recognized as a 2018 Outstanding Workplace by YWCA.

BCAA is looking for a Temporary Full-Time Service Advisor for our Member Contact Centre in our Burnaby Head Office! This role is anticipated to end in June 2025.
As one of BCAA’s Member facing team members, the Service Advisor, MCC is an Insurance Professional dedicated to delivering amazing Member experiences through the servicing of BCAA’s products and services, with a focus on Membership and Travel Insurance products. The Service Advisor, MCC is a source of positive brand impressions and builds long-lasting relationships with our Members and helps them derive the maximum value from their Membership through identifying needs for additional BCAA products and services. The Service Advisor, MCC collaborates with a team who is passionate about igniting unparalleled Member loyalty that enables BCAA to be the most trusted organization in British Columbia.
Key Responsibilities:
Sells and Upgrades Membership and Travel Insurance to New and Renewing Members

• Collaborates with BCAA and other supplier’s Underwriters
• Meets all prescribed sales, business-building and retention targets, BCAA and AAA/CAA Member experience goals, best practices, standards and Underwriting guidelines
• Through consultative over the phone sales, acquires new Membership and Travel Insurance sales; where required and with the appropriate qualifications, sells additional BCAA products including Optional Auto and other services
• Deepens Member relationships through excellence in customer service including, informing Members of Member value and opportunities to save
• Renews BCAA Memberships and Travel Medical Insurance policies by reviewing current coverages and making recommendations; where required and with the appropriate qualifications, renews additional BCAA products and services
• Reviews product terms and conditions including, but not limited to, coverages, limits and exclusions to limit errors and omissions

Creates Referrals for Cross-selling of BCAA Products and Services to New and Renewing Members

• Creates and follows up on future business leads and upcoming renewals
• Creates referrals for cross-selling Homeowners’ and Auto Insurance

Manages Member/Customer Accounts and Concerns

• Updates Member information and insurance policy details in applicable systems
• Issues new and renewal Membership transactions and Member entitlement products such as Trip Tiks (auto travel route planning), international driving permits, Member maps, Car/Hotel/Disney booking, tour books and camp guides
• Resolves Member concerns by following BCAA’s Member resolution standards and meeting BCAA and AAA/CAA Member satisfaction goals
• Processes Membership and Travel Insurance endorsements and cancellations; where required, process endorsements and cancellations for additional BCAA products and services

Processes and Manages Member/Customer Documents

• Issues new, renew and makes changes to Memberships
• Processes payments and follow up on outstanding payments
• Meets all required processing standards for storage, retrieval, confidentiality, accuracy and timeliness
• Issues new and renewal Travel and Optional Auto Insurance policies, cancellations, and endorsements; where required, issue new, renewal, endorsements and cancellations for additional BCAA products and services

Acquires and Maintains Industry, Product and Systems Knowledge

• Maintains annual Insurance licensing requirements
• Maintains a working knowledge of all BCAA Membership and Insurance manuals, best practices, standards, policies and systems
• Attends required BCAA and industry training courses
• Keeps up-to-date with industry knowledge and competitors’ product offerings

Other Duties; as Assigned

• Handling different call types as required

Qualifications:
Minimum Qualifications

• Proven judgment and decision-making abilities. Must be able to consider costs and benefits of potential products in order to make appropriate recommendations
• As required, completion of training for Advantage Auto Optional Motor Vehicle Insurance Product
• Strong interpersonal communication skills
• Demonstrated multi-tasking skills and proven ability to prioritize activities
• Proven critical thinking abilities. Must be able to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• 2 years’ experience in a Sales and Service environment
• Level 1 Insurance license (or willing to obtain within 3 months)
• Completion of Grade 12
• Strong computer skills with basic knowledge of MS Office Suite Products (Word, Excel, Outlook)
• Demonstrated sales productivity and customer service skills
• Ability to meet prescribed sales, business-building, retention and customer satisfaction targets and objectives
• Ability to work within a fast-paced team environment and maintain a high level of professionalism

Preferred Qualifications

• Limited history of Errors & Omissions and in good standing with the Insurance Council of BC
• Ability to speak alternate languages that would support particular market demographics
• Completion of BCAA Insurance-related training
• Knowledge of applicable BCAA and ICBC systems

Internal Applicants: Please note that this is a Grade 5 role and the internal posting closes on July 24th.
We aspire to be one of the best places to work with those who share our beliefs:
We believe in:
DOING THE RIGHT THING
We stay true to our word, and help British Columbians move forward.
THE POWER OF COMMUNITY
Together, we create a more vibrant, inclusive and connected province for everyone.
PUTTING PEOPLE FIRST
We treat each other with the same care and respect that we treat our Members.
PROTECTING OUR HOME
It's our responsibility to protect life in BC now, and for generations to come.
SHAPING THE FUTURE
We look to new horizons and actively embrace change.
By putting these beliefs in to action each of us will do engaging work with inspiring people and grow personally and professionally.