Team Lead- Nelson Bcaa Service Location

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- Summary_: _

The Team Lead, of the Nelson Service Location is a source of positive brand impressions and builds long-lasting relationships with our Members by reviewing coverages, making recommendations and cross-selling other BCAA products and services. Reporting to the Manager or Assistant Manager, the Team Lead will support the delivery of BCAA’s Membership and Insurance daily sales operations, quality assurance and training with on-the-job coaching and support. Through job shadowing, role plays, and individual/group discussions, this role supports the Leadership Team to train, coach and develop new and seasoned team members following BCAA best practices, CX Behaviours and BCAA Aspirational Principles.
- Key Responsibilities: _

**Training, **C**oaching and **L**earning for **T**eam **M**embers**
- Implementation of post-training learning plans for team members
- Liaise with Workforce Management, Leadership Team and Learning & Development Team to coordinate future learning needs for team members
- Provide post-training feedback and training recommendations to the Learning & Development Team through regular touchpoint/training evaluation meetings
- Conduct job shadowing, role plays and group discussions to enhance learning
- Act as a Mentor, Change Champion and Subject Matter Expert in BCAA products, customer service and selling techniques to improve performance
- Assess and share ongoing performance feedback with Leadership Team
- Maintain learning records for individual team members
- Maintain and update learning resources for use during coaching sessions

**Financial Growth and Productivity       **
- Sell BCAA Membership and Insurance products as required to maintain system and product currency and technical skills
- Renews Home and Travel Insurance policies by reviewing current coverages and making recommendations; where required and with the appropriate qualifications, renews BCAA Memberships and additional products and services
- Reviews product terms and conditions including, but not limited to, coverages, limits and exclusions, to limit errors and omissions
- Deepens Member relationships through cross-selling other BCAA products and services
- Creates and follows up on future business leads and upcoming renewals
- 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
- Managing Member/Customer accounts and concerns 

**Disciplined Risk Management**
- Fortifies the team’s disciplined risk management practices through document review, documentation and coaching
- Ensures adherence to audit and underwriting standards to minimize risk and limit potential for errors and omissions, develops and executes action plans where required
- Documents and notifies Management of any potential risk issues or concerns

**General**
- Keeps up to date with BCAA and industry knowledge:

- Maintains a working knowledge of all BCAA Membership and Insurance manuals, best practices, standards, policies and systems
- Attends required BCAA and industry training courses
- Qualifications: _

**Minimum Education & Experience**
- Completion of Grade 12
- 3 current and consecutive years of General Insurance or Sales and Service experience, with 1-year experience in selling Homeowners’ Insurance
- Level 2 Insurance license
- Demonstrated presentation skills; ability to provide clear and concise instructions to team members
- Experience with facilitating individual training sessions and team meetings
- Proven ability to meet sales, retention and customer satisfaction targets
- Intermediate knowledge of MS Office Suite Products (Word, Excel, Outlook)

**Other Skills**
- Demonstrated strong and positive communication skills (verbal and written)
- Ability to work independently with a high level of accountability
- Demonstrated advanced knowledge of all BCAA Insurance & Membership products (Life Insurance is not required)
- Demonstrated multi-tasking, prioritization and organization skills
- Aptitude to quickly learn new products, procedures, processes and systems
- Proven judgment and decision-making abilities
- Proven critical thinking abilities-able to use logic & reasoning to identify strengths and weaknesses of alternative solutions, conclusions or approaches to problems

 

**Preferred Qualifications**:

- Level 3 Insurance license
- Recent BCAA Service Location or Member Contact Centre selling experience
- Minimum 1 year in a sales coaching or training role
- Completion of