Member Specialist Senior

Job description

Member Specialist Senior Job Summary This position performs a variety of duties in support of growth in membership, travel, and insurance business lines. The position is responsible for servicing the needs of the member and insured, maintaining service quality standards, and providing added value through MRM cross-sell activities. This position requires a valid Property and Casualty license. Assists in the service of existing insurance policies, and reviews and completes documentation as needed in support of new business insurance policy accuracy. Responsible for production of TripTik and route preparation for members seeking travel assistance, including car and hotel reservations. Provides information and sales activity related to attraction tickets, toll tags, vehicle registration payments and member entitlements. Responsible for performance of notary services. Job Duties Provide professional service interactions with members and potential members at all times via walk-in, telephone and email channels. Maintain and update memberships including address, email, phone and other information as necessary for accuracy and future marketing. Service existing memberships and insurance business with changes to memberships such as upgrades and add-ons, make changes to insurance policies; provide renewal and billing information as necessary for a successful branch operation. Conduct field inspections as necessary. Enhance member relationship by counseling members on the diverse products and services offered in branch as well as online. Services would include but not limited to automotive products, financial products, and insurance and travel products. Identify cross sell opportunities based on member needs. Provide lead generation for insurance, life and travel departments as required to increase quotes. This position will provide verification of coverage for lien holders, mortgage companies and leasing agencies and provide binders as required. Prepare and provide TripTik routings, TourBook products and other travel related materials in service of our members. Prepare International Driving Permits; provide passport photos and information regarding passport applications, and travel insurance related to international travel. Conduct DMV transactions where applicable. Produce travel products in conjunction with travel packages. Conduct cashiering transactions, including timely and accurate processing and daily bookkeeping of various payments such as memberships, bookstore, attraction tickets, insurance and travel payments. Order and maintain all insurance compliance reports and records, maintain serialized items logs as required. Make KRONOS edits as needed. Resolve member and insured related complaints using discretion and independent judgement. Refer issues that require more authority to appropriate level in a timely manner. Notary Services – maintain Notary commission and process notary services for members according to the National Notary Association and Club procedures Communicate positively and effectively with staff. Maintain open and positive relationships with management. Perform other duties and responsibilities as assigned or required. Must work within notary, audit and underwriting guidelines to ensure accuracy and integrity. Decisions are generally limited to how best to service the member. The position analyzes member request and determines the best actions or recommendations, occasionally referring complicated issues to management. Qualifications High School GED Required 4-6 years Sales or customer service Preferred Moderate knowledge of AAA products and services in the following areas: insurance, travel counseling, publications, maps and routing preferred. Proficiency in data entry required. Moderate Microsoft Word and Excel skills preferred. Advanced customer service skills and upsell or cross sell experience preferred. Moderate knowledge of club systems, including but not limited to: MRM Portal, POS, MACS, Viewpoint, EICS, Travel Portal, Kronos, Huon, Lexus/ Nexus preferred. Property and Casualty Insurance License, valid in selling state - Issued by State Required Notary Public - National Notary Association within 1 Year Required Travel Requirements Occasional travel to off-site business meetings or conferences. (5% proficiency) Remarkable 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!) Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team. "Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.” AAA is an Equal Opportunity Employer Our organization participates in E-Verify