Branch Associate Supervisor

Auto Club Of Southern Calif; San Luis Obispo (CA); On-site; USD 34,000 - 46,000; Full time

Benefits offered by this job

Health coverage

401(K) with pension

Tuition assistance

Floating holidays and PTO for charity

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises in the United States (California) seeks a Branch Associate Supervisor to oversee branch service staff, drive daily operations, and ensure delivery of insurance and membership products with strong service quality. The role supports Branch Supervisors/Managers in supervision, coaching, and development to meet performance goals and compliance standards.

You will lead coaching, training, and performance reviews, promote ACE culture, resolve complex member inquiries, and help

Qualifications

• Bachelors Equivalent combination of education and experience Preferred
• 4-6 years Branch customer service & operations or related experience Preferred
• Knowledge of Club systems: MRM Portal, PEPSC, AIP, HUON, MACS, Apollo/Galileo and 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 DMV record and minimum liability insurance - Issued by State Required
• Notary Public - National Notary Association Required

Responsibilities

• 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.

Education

Bachelors Equivalent combination of education and experience

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)

Starting Pay Range

$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!)

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 l