Service Advisor

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- Summary:_

As one of BCAA’s Member-facing team members, the Service Advisor is an Insurance Professional dedicated to delivering amazing Member experiences through the servicing of BCAA’s products and services, with a focus on Membership, Travel and Auto Insurance products. The Service Advisor 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 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 Auto Insurance to New and Renewing Members
- Through consultative in-person or over the phone sales, acquires new BCAA Memberships, Travel Insurance, ICBC and Optional Auto Insurance sales; where required and with the appropriate qualifications, sells additional BCAA products and services
- Renews BCAA Memberships, Travel Insurance, ICBC and Optional Auto 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
- Deepens Member relationships through excellence in customer service including, informing Members of Member value and opportunities to save
- 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

Creates Referrals for Cross-selling of BCAA Products and Services to New and Renewing Members
- Creates referrals for cross-selling Homeowners’ and Travel Insurance
- Creates and follows up on future business leads and upcoming renewals

Manages Member/Customer Accounts and Concerns
- Updates Member information and insurance policy details in applicable systems
- Processes Membership, Travel Insurance, ICBC and Optional Auto Insurance endorsements and cancellations; where required, process endorsements and cancellations for additional BCAA products and services
- Issues new and renewal Membership transactions and Member entitlement products such as passport photos, international driving permits, Member maps, 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 and Manages Member/Customer Documents
- Processes payments and follow up on outstanding payments
- Issues new, renew and makes changes to Memberships
- Issues new and renewal Travel Insurance, ICBC and Optional Auto Insurance policies, cancellations, endorsements, plates and transfers; where required, issue new, renewal, endorsements and cancellations for additional BCAA products and services
- Meets all required processing standards for storage, retrieval, confidentiality, accuracy and timeliness

Acquires and Maintains Industry, Product and Systems 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
- Keeps up-to-date with industry knowledge and competitors’ product offerings
- Maintains annual Insurance licensing requirements

Other Duties; As Assigned
- Greeting and administrative duties
- Qualifications:_

Minimum Qualifications
- Completion of Grade 12
- 2 years’ experience in a Sales and Service environment
- Level 1 Insurance license (or willing to obtain within 3 months)
- Completion of Autoplan Essentials within 3 months from start date in position
- Demonstrated sales productivity and customer service skills
- Demonstrated multi-tasking skills and proven ability to prioritize activities
- Strong interpersonal communication skills
- Ability to work within a fast-paced team environment and maintain a high level of professionalism
- 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 prescribed sales, business-building, retention and customer satisfact