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Central Support Associate

Burnaby, BC
Full Time
7 days ago
Work at an award-winning top employer! If you are looking for an empowering and progressive place to build your career, 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. Go the extra mile and share our vision to be the most trusted organization in British Columbia, absolutely famous for doing the right thing.

BCAA has been named one of BC's Top Employers 2020!

What BCAA offers you:
  • It's not in our nature to brag but we are proud of some of our achievements that recognize great employee culture. Some of our latest awards include being named as one of BC's Top Employers 2020, 2019 Platinum level Best Employer by AON and being recognized as a 2018 Outstanding Workplace by YWCA.
  • Our team members get to make a difference in the lives of our Members and their communities every day.
  • We pride ourselves in being open and transparent and in empowering our people to do great work while serving our Members.
  • We enthusiastically support learning and advancement opportunities for our team members.
  • We are an equal opportunity employer that's committed to accessible, inclusive employment.
  • Our Regular Full-Time & Part-Time+ (working 20 hours or more per week) status team members are eligible to participate in our amazing Total Rewards Program which offers: Extended Health and Dental, Vision Care, Life Insurance, RRSP matching with company contribution to your pension, access to Incentive Programs, Team Profit Sharing, Employee & Family Assistance Program and more.
  • Team members at our Home Office also get to use our Shared EV (electric vehicle) Program, have access to our subsidized cafeteria and free fitness centre.

BCAA's Sales Support and Administration team is looking for a Regular Full-time Central Support Associate!

As one of BCAA's Member Experience (CXO) team members you enable all BCAA Team Members across the organization to deliver amazing experiences down life's many roads. As an Insurance and Membership expert you are a source of positive brand impressions. You are committed to providing assistance, advice and guidance within our customer experience and leadership principles.

Key Responsibilities:

Through the telephone, email and mail, you are a membership and insurance expert whose responsibilities include:

Insurance - Home, Auto and Travel Insurance:
  • Preparing confirmation of insurance (binder) documents and Insurance Certificates
  • Follow up on Abeyances/CRM Tasks
  • System workarounds for product improvements
  • Review of home and auto policies generated on, customer follow up when necessary
  • Insurance policy maintenance and updating insurance policy details in applicable systems - such as cancellations, endorsements, and return mail follow up
  • Processing correspondence received from customers regarding insurance products
  • Outbound calls to members/customers to act on correspondence and follow up items
  • Reviewing and approving insurance policies for level 1 team members across the entire BCAA Sales Network
  • Assisting team members with system, process and product training questions
  • Assisting team members with backdated cancellations, and other cancellation inquiries
  • Assisting team members with billing and financial inquiries and resolutions
  • Insurance policy administrative tasks
  • Assisting with underwriting tasks as requested

  • Assisting team members with questions on product and promotions
  • Membership maintenance such as return mail follow up
  • Update Member information in applicable systems
  • Outbound calls to members to follow up on billing or correspondence
  • Assisting team members with billing and financial inquiries and resolutions
  • Assisting team members with backdated cancellations, and other cancellation inquiries
  • Membership administrative tasks

  • Continuous improvement - recommend process and system enhancements in order to support BCAA team members in providing exceptional customer experiences and improve productivity within the department
  • Adhere to standards for processing, documentation, storage, retrieval of information, BCAA best practices, standards and Underwriting guidelines
  • Keeps up-to-date with industry knowledge and competitor's product offerings
  • Maintains annual insurance licensing requirements

Other duties, as assigned


Minimum Qualifications:
  • Completion of Grade 12
  • Level 1 license completed but must obtain level 2 license within twelve months in the role.
  • At least two years' experience in an insurance or underwriting environment, with at least 1-year experience in selling homeowners' insurance
  • Proven ability to balance customer needs and disciplined risk management
  • Demonstrated multi-tasking and time management skills
  • 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
  • Intermediate knowledge of MS Office Suite Products (Word, Excel, Outlook)

Preferred Qualifications:
  • Level 2 license
  • Expert in BCAA's products, systems and processes
  • Completion of BCAA training in Membership, auto, travel and home insurance
  • Completion of BCAA Member Conversations training or external consultative "selling skills" courses
  • Ability to speak alternate languages that would support market demographics

We aspire to be one of the best places to work for those who value integrity, teamwork and sustainability. Each of us will grow personally and professionally by doing engaging work with inspiring people.

Banking, Finance and Insurance