Branch Associate Supervisor

ACSC Auto Club Of Southern Calif; Burbank (CA); On-site; USD 34,000 - 45,000; Full time

Benefits offered by this job

Health coverage

401(k) with company match & Pension

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises is seeking a Branch Associate Supervisor in Burbank to lead daily operations and supervise service staff across insurance and membership products. You will coach, train and assess employees to drive performance, quality service and compliance with policy.

The role may cover supervision in the absence of a Branch Supervisor or Manager. Responsibilities include coaching teams, addressing complex member questions, ensuring adherence to laws and policies, and supporting growth,

Qualifications

• Experience in branch customer service and operations.
• Knowledge of Club systems and workflows (insurance/membership) is preferred.
• Strong communication, management and time-management skills.
• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Valid driver’s license and clean DMV record; minimum liability insurance.
• Notary Public is required.

Responsibilities

• Supervise employees through coaching and development.
• Support achievement of monthly and annual goals at team and business-unit level.
• Lead meetings to discuss policies, objectives and goals; promote ACE culture.
• Provide administrative support to Branch Supervisors and Managers.
• Resolve complex member questions about insurance or membership services.
• Manage escalated member complaints and ensure service quality.
• Participate in training and conduct performance appraisals.

Skills

Branch customer service

Operations experience

Club systems knowledge

Training & coaching

Leadership

Microsoft Office

Education

Bachelor's degree or equivalent

Tools

MRM Portal

PEPSC

AIP

HUON

MACS

Apollo/Galileo

Job description

Branch Associate Supervisor Job Summary

This position is the first line of supervision for branch service employees and is responsible for the day-to-day operations in achieving performance objectives including the delivery of all insurance and membership products and services, internal operational controls and service quality. The position provides support to Supervisors and Managers in directing, supervising, coaching, training and performance development of employees to ensure legendary member service. Additionally, the position performs a wide array of duties to support growth, profitability, efficiency, retention and service quality goals. The position may assume responsibility for all service and operational activities in a Branch Supervisor's or Manager's absence.

Job Duties

Supervise employees through observation, coaching, training and development. Provide development of team members to ensure achievement of monthly and annual goals, individual, business unit and corporate. Communicate with team members, supervisors and team managers via individual and team meetings, encouraging support of ACE culture and values, embrace changes, and encourage discussion on current policies, procedures, objectives and goals. Provide administrative support to Branch Supervisors and Managers related to growth, profitability, efficiency, retention and service quality goals. Identify and communicate areas of opportunity related to employee’s performance on individual, business unit and corporate goals. Identify and communicate training opportunities and recommend enhancements or additions to the current programs Direct and assist in resolving complex member complaints or questions regarding insurance or membership services, all services or products that makeup the overarching business unit. Direct employees on handling complex, escalated and irate member complaints. Prepare and conduct performance appraisals. Commend employee progress and/or take appropriate corrective action designed to improve performance or the correct failures to meet Club and departmental standards. Ensure compliance with Club and legal requirements. Supervise employee’s compliance with Club policy, Safety procedures, Federal and State labor laws, including, but not limited to, payroll and attendance, and approve necessary reports in compliance with those laws. Assists subordinates with administration of various employee benefits and service programs. Position provides the first level of management decision-making and/or intervention with respect to appropriateness of employee performance and behavior. Incumbents must initiate training and coaching as needed to cultivate desired employee performance and behavior. Position identifies issues/problems and chooses appropriate action(s) to achieve resolution. Incumbents independently gather and interpret information; generating alternatives, rendering judgments and committing to action.

Qualifications

Bachelors Equivalent combination of education and experience Preferred 4-6 years Branch customer service & operations or related experience Preferred Knowledge and experience with various Club systems required: MRM Portal, PEPSC, AIP, HUON, MACS, Apollo/Galileo, as well as other systems used within the business unit. Knowledge of work processes, policies, procedures and systems and all business lines preferred. Competency in various training skills within Insurance and Membership Services required. Professional communication skills required, both written and oral General management, organizational, and time management skills required. Demonstrate leadership ability to motivate a group of employees towards a desired goal. Proficient in Microsoft Office software products (Outlook, Word, Excel, and PowerPoint). Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State Required Notary Public - National Notary Association Required.

Travel Requirements

Occasional travel to off-site business meetings or conferences. (5% proficiency)

Salary and Incentives

The starting pay range for this position is: $25.03 - $33.34 Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

Remarkable benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

About Us

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team. “Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

Equal Opportunity Employer

AAA is an Equal Opportunity Employer Our organization participates in E-Verify The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA). For more than a century, AAA has been synonymous with trust, dependability, quality, and innovation. It's our mission to provide our growing membership with the legendary service we are famous for, and we welcome committed professionals ready to challenge themselves in a dynamic industry. AAA would not exist without the millions of members who give us their loyalty, or our employees whose mission it is to give those members world-class service.

Why Join Us

What else do we offer? Stability. Growth. Commitment to an exciting future for both you and our members.