Member Experience Associate

About The Role

The Member Experience Associate is primarily responsible for delivering outstanding service and value to our Members through genuine care, personal service, and meeting needs and expectations across multiple branch locations. In addition to delivering service, the Member Experience Associate are directly accountable for achieving individual sales targets. While their contributions support the overall branch success, they are measured as individual contributors.

This position rotates between branches depending on business needs. Member Experience Associates must have strong customer service orientation, adaptability, and active listening skills to identify unmet Member needs in varied environments. They must quickly learn and adjust to multiple product lines, services, and systems in order to provide seamless service wherever assigned.

• Perform fundamental customer interactions including Member Services and product sales; must be knowledgeable and proficient with AAA products and services and adhere to branch operations in accordance with standard operating procedures and compliance.
• Accountability for meeting individual sales goals while providing consultative sales techniques to uncover needs, present solutions, and close opportunities.
• Promote AAA products and services to Members to achieve individual and branch goals, reinforcing the value of Membership regardless of location.
• Understand and anticipate Member needs, identify and recommend relevant solutions, and demonstrate flexibility in adapting solutions to each branch environment.

• Member Experience
• Member Services
• Concierge
• DMV/MVD
• Auto Travel
• Unlicensed Insurance Services
• Smart Home Security

• Customer Service:
  Professional and friendly attitude, problem‑solving resolution, ability to quickly adapt to different branch teams and Member bases; agility in modifying communication style to provide high communication effectiveness; increases value of Membership with each interaction.
• Sales:
  Demonstrates strong sales skills with a proven ability to meet or exceed goals in prior roles. Active listener, adaptable thinker, and strong communicator who can uncover needs, present solutions, and close sales while maintaining consistency across locations.
• Product Knowledge:
  Uses strong product knowledge and sales skills to identify customer‑specific needs, generate new sales, and retain existing business.
• Cross‑functional:
  Strives to become cross‑functional across all seven fundamental skills and growth skills, building the ability to flex between service and sales responsibilities as branch needs require.
• Technical:
  Proficient with multiple computer systems and applications; ability to quickly adapt to varying system configurations or processes across branches. Strong knowledge of all AAA products, services, operations while demonstrating fiduciary accountability.
• Operational Excellence:
  Ensures process implementation and compliance with standard operating procedures in all assigned branches, ensures efficiencies on end‑to‑end flow to meet objectives; engages in daily activities to meet the larger purpose and goals.

• High School Diploma/GED
• 2–4 years of work experience, with at least 1 year in a sales role. Sales experience is required.
• Backgrounds in insurance, retail, hospitality, service industries, or call centers are highly valued.
• Drive for Results:
  Focuses on desired end results; takes steps necessary to meet deliverables on time; continues to move forward toward goal achievement.
• Communication:
  Clearly conveys information and ideas to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Teamwork:
  Develop quality relationships with peers, leaders and internal partners.
• Adaptability:
  Must demonstrate adaptability, willingness to travel, and flexibility to cover shifts at multiple locations.
• Current & valid Driver’s License required; bonding/fingerprinting and P&C licensing may be required depending on branch needs.

• Demonstrated success working with defined sales standards and goals,…