Member Resolution Specialist (Remote)

BCAA; Burnaby; Remote; CAD 59,000 - 73,000; Full time

Benefits offered by this job

Wellness account

Flexfits Benefits Program

Health care spending account

Pension plan

Competitive rewards package

Job summary

Evo Car Share, a BCAA program, seeks a disciplined Member Resolutions Specialist to manage end-to-end claims, investigate vehicle incidents, and coordinate repairs. You will work remotely with Claims, Fleet, and Member Services teams to ensure fair resolutions and a positive member experience.

Candidates should bring 3+ years in claims or customer service, strong communication, and solid experience with CRM systems and MS Office. A supportive benefits package and a competitive salary await.

Qualifications

• Three+ years of experience in claims, customer service, operations, administration, or a related field.
• Exceptional verbal and written communication skills, including explaining complex information clearly.
• Experience using CRM systems and maintaining accurate records.

Responsibilities

• Take ownership of member claims from start to finish for a positive experience.
• Investigate vehicle damage and incidents, gather info and coordinate next steps.
• Collaborate with ICBC, Fleet, and Member Services to support repairs and resolve claims efficiently.
• Communicate with members with updates and guidance throughout process.
• Identify improvements to processes, reduce costs, and enhance member experience.

Skills

Claims experience

Customer service

Operations

Administration

Communication

Education

Diploma in Business Administration or related field

Tools

CRM systems

Microsoft Office

Job description

Be part of the evolution of car sharing built for British Columbians. Created by BCAA, Evo Car Share is the next generation of mobility, providing Members with the freedom to explore BC and get from here to there with room for their friends and their gear.BCAA has been recognized for the last five years as a Top Employer. Joining Evo means joining one of the most trusted organizations in BC. If you want to make a difference and shape the future of BC’s car sharing economy, join our Evo team.At Evo, we're reimagining the way people move through their communities. As a Member Resolution Specialist , you'll play a key role in supporting our members when they need us most. Whether you're helping resolve a complex claim, investigating vehicle damage, or guiding a member through a challenging situation, you'll deliver thoughtful solutions and exceptional service that build trust in the Evo experience.Working remotely and collaborating closely with our Claims, Fleet, and Member Services teams, you'll combine problem-solving, relationship-building, and attention to detail to help keep our members moving.This is a fully remote position and is currently scheduled Monday to Friday during regular business hours. As Evo operates 24/7, team members must be able to accommodate changing scheduling requirements as business needs evolve.Who you areYou're a natural problem solver who enjoys digging into complex situations and finding fair, practical solutions.You stay calm under pressure and approach difficult conversations with empathy, professionalism, and confidence.You're highly organized and can balance multiple priorities without losing attention to detail.You ask thoughtful questions, think critically, and enjoy getting to the root of an issue.You're comfortable working independently and collaborating with teammates across the business.You thrive in a fast-paced environment where no two days look exactly the same.You're motivated by delivering great experiences and helping people when they need support most.What you'll doTake ownership of member claims from start to finish, ensuring a seamless and positive experience throughout the process.Investigate vehicle damage and incidents, gathering information, determining liability, and coordinating next steps.Partner with ICBC, Fleet, and Member Services teams to support repairs, validate claim information, and resolve claims efficiently.Communicate with members throughout the claims process, providing updates, guidance, and support.Manage escalated member concerns and identify solutions that balance member needs with business objectives.Review accident and damage reports, maintain accurate documentation, and conduct investigations into unreported vehicle damage.Coordinate damage fee recoveries, payment arrangements, and claim-related follow-up activities.Support key operational processes including billing, member registrations, reimbursements, fleet follow-ups, and other administrative activities.Identify opportunities to improve processes, reduce costs, and enhance the overall member experience.Contribute to projects and initiatives that support the continued growth and success of Evo.What you'll bringA diploma in Business Administration or a related field, or an equivalent combination of education and experience.Three or more years of experience in claims, customer service, operations, administration, or a related field.Experience working with automobile insurance claims is considered an asset.Exceptional verbal and written communication skills, including the ability to explain complex information clearly and professionally.Strong problem-solving, analytical, and decision-making abilities.Experience managing competing priorities and meeting deadlines in a fast-paced environment.Confidence handling difficult conversations and resolving conflicts professionally.Intermediate proficiency with Microsoft Office applications, including Outlook, Word, and Excel.Experience using CRM systems and maintaining accurate records.A collaborative mindset, a strong sense of ownership, and a commitment to continuous improvement.The salary range for this position is $ 58,586.88 to $ 73,233.60 and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 5%, with the opportunity to earn up to 9%.Shape your future with us. We’ve got you covered.Every day, our team members get to make a difference in the lives of British Columbians, our BCAA Members and their communities. Having that kind of impact is exciting, positive, and contagious.At Evo Car Share, we pride ourselves on empowering our team members to do great work. We enthusiastically support all learning and growth opportunities.Career advancement and personal development programs are available to help you reach your full potential, no matter what that means to you.You’ll receive a wellness account and Flexfits Benefits Program to meet your unique lifestyle needs and a health care spending account to keep your body, mind and soul thriving.You’ll receive a competitive rewards package that includes salary, performance bonus programs, pension plan as well as other perks and programs to help build your personal wealth.You’ll become a BCAA member, with access to the great deals and discounts that go along with it.We’re named one of Canada’s Top Employers for 5 years in a row with a constant focus on how to create a better workplace for all our team members.And…time flies when you’re having fun at Evo!We’re always looking for amazing people like you. Apply today.BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long-standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC. If you need personalized support through application and recruitment, please contact [e-mail] .