Branch Associate Supervisor

AAA; United States; On-site; USD 34,000 - 45,000; Full time

Benefits offered by this job

401K with company match

Pension

Floating holidays & PTO for volunteer/

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises, the largest club within the national AAA federation, is seeking a Branch Supervisor to lead day-to-day branch service operations, coach staff, and ensure delivery of insurance and membership products with high service quality. You will support Supervisors/Managers and contribute to growth, profitability, and efficiency while promoting ACE culture.

The role involves training, performance reviews, and direct involvement in compliance, safety, and policy adherence.

Qualifications

• Bachelor's 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

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.

Skills

Leadership

Coaching

Training

Performance management

Communication

Time management

Education

Bachelor's degree or equivalent

4-6 years branch customer service & operations experience

Tools

MRM Portal

PEPSC

AIP

HUON

MACS

Apollo/Galileo

MS Office Suite

Job description

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)

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.

• 401(K) saving plans with company match AND Pension
• Floating holidays and PTO for community volunteer programs
• 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 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.

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).

AAA

Our mission is to Save Lives, Create Member Value & Deliver Exceptional Experiences. Proudly serving 66+ million Members

AAA is a member-focused organization dedicated to enhancing travel experiences and promoting road safety for over 64 million members across the nation.

Consumer Services

Company size 5,001–10,000 employees

Company type Nonprofit Founded 1902

Total funding 0

Momentum

Team growth

11% in 12 mo

16,478 employees on LinkedIn

Oct 19 May 26

Employee experience

What it’s like inside

2.8

30 reviews

43% would recommend

Culture & values

Culture & values 2.8

Work-life balance

Work-life balance 2.6

Career opportunities

Career opportunities 2.9

Compensation & benefits

Compensation & benefits 2.8

Funding history

Footprint

Where they work