Membership Advisor, MCC
Burnaby, Canada
16d ago

Position Overview

Aon Hewitt has announced BCAA as a 2018 Canadian Gold Level Best Employer

If you are looking for an empowering and progressive place to build your career, 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.

Go the extra mile and share our vision to be the most trusted organization in British Columbia, absolutely famous for doing the right thing.

Insurance Services BCAA's Member Contact Centre is looking to hire a Membership Advisor. As one of BCAA’s Member-facing team members, you are a membership professional who delivers amazing Member experiences, every time.

While working out of BCAA’s Member Contact Center, you are a source of positive brand impressions to all BCAA Members. You create long lasting relationships with our Members by continuously driving revenue growth through consultative selling to support BCAA to be the most trusted organization in British Columbia.

What is the status? Temporary full-time What are the hours? 35 hour work week How long is the contract? 13 months

How many roles are we hiring for? 2 Key Responsibilities Include

What you will be doing?

  • Sells, upgrades and cross-sells BCAA products and services to new and renewing Members Manages Member accounts and concerns Processes and manages Member documents
  • Acquires and maintains industry, product and systems knowledge
  • Sells, upgrades and cross-sells BCAA products and services to new and renewing Members

  • Through consultative in-person or over the phone sales, acquires new membership business and follow BCAA and AAA / CAA best practices and standards
  • Collaborates with BCAA or other supplier’s
  • Reviews product terms and conditions including, but not limited to, coverages, limits and exclusions to limit errors and omissions
  • Creates and follows up on future business leads and upcoming renewals
  • Deepens Member relationships through thoroughly reviewing and renewing memberships, cross-selling other BCAA products and services and meeting prescribed BCAA and AAA / CAA Member satisfaction goals
  • Manages Member accounts and concerns

  • Updates Member information in applicable systems
  • Issues renewal memberships and Member entitlement products such as Trip Tiks (auto travel route planning), maps, tour books, camp guides, international driving permits and passport photos
  • Resolves Member concerns by following BCAA’s Member resolution standards and meeting BCAA and AAA / CAA Member satisfaction goals
  • Processes and manages Member documents

  • Processes payments and follows up on outstanding payments
  • Issues new, renewing and makes changes to memberships
  • Meets all required processing standards for storage, retrieval, confidentiality, accuracy and timeliness
  • Acquires and maintains product and systems knowledge

  • Active learning : Keeps up to date with Membership knowledge
  • Maintains a working knowledge of all BCAA Membership, best practices, standards, policies and systems
  • Attends required BCAA training courses
  • Minimum Qualifications What you bring to the role? Minimum Qualifications

  • Completion of Grade 12
  • 3 to 6 months experience in a sales and service environment
  • Demonstrated sales productivity and selling skills
  • Ability to work within a fast paced team environment. Demonstrated multi-tasking skills.
  • Proven judgment and decision making abilities. Must be able to consider costs and benefits of potential products in order to make appropriate recommendations.
  • 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.
  • Ability to meet set sales, productivity and customer satisfaction targets and objectives
  • Strong written and verbal communication skills.
  • Intermediate knowledge of MS Office Suite Products (Word, Excel, Outlook)
  • Preferred Qualifications

  • 1 year in a customer service or sales environment
  • Relationships

  • Reports to Assistant Manager, MCC
  • Collaborative relationships with other BCAA service centres, the Member Contact Centre, Member Experience & Sales leadership team, Road Assist, Underwriting, Human Resources, Marketing and Information Services
  • External relationships with Members and BCAA approved suppliers and community business associates
  • Competencies

  • Interpersonal and team relations
  • Service excellence
  • Integrity and ethical conduct
  • Continuous learning and innovation
  • Judgment, planning and decision making
  • Background Check :

  • Must successfully pass a background check, which may include a criminal, credit, and credential check.
  • Division CXO

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