Service Advisor

  • BCAA (The British Columbia Automobile Association)
  • Kelowna, British Columbia, Canada
  • Jul 21, 2022

Job Description

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.

Full vaccination against COVID-19 is a precondition of new employment. A successful candidate offered employment at BCAA will need to provide proof of full vaccination prior to commencing employment. Exemptions permitted under applicable employment and human rights legislation.

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 UpgradesMembership and Auto Insuranceto 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 forCross-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 MaintainsIndustry, 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


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 satisfaction targets and objectives
  • Strong computer skills with basic knowledge of MS Office Suite Products (Word, Excel, Outlook)


Preferred Qualifications

  • CAIB certification
  • Completion of Autoplan Essentials
  • Knowledge of applicable BCAA and ICBC systems


  • 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


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.