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Job Details
Title Contact Centre Trainer (Regular Full-Time)
Job ID 13I_384
Position Overview

BCAA has been recognized as one of Canada’s 50 Best Employers for 2012


BCAA's Member Contact Centre in Burnaby has an opening for a Regular Full-Time Contact Centre Trainer.  As one of BCAA’s Member experience creators, you are an insurance professional who delivers amazing Member experiences, every time.  While working at BCAA’s Member Contact Centre (MCC), you are a source of positive brand impressions to all BCAA Members.  You create long lasting relationships with our Members by continuously driving revenue growth through consultative selling to support BCAA to be the most trusted organization in British Columbia.

Key Responsibilities Include

Train, coach and facilitate – trains new team members and coaches current team members.

  • Provides training, support and subject matter expertise to new team members, including Insurance Advisor Trainee program, through product, systems and Member conversations training
  • Support new GYO Program in collaboration with Learning and Development team while balancing changing schedules, priorities and content
  • Ensure that complex training principles are demonstrated and implemented effectively as new GYO employees are not only MCC located but within BCAA footprint
  • Participates in the recruitment and selection process for new hires
  • Shares performance feedback with management for new hires and current team members
  • Prepares Monthly Communication document that outlines products and process improvements in MCC
Sell, upgrade, cross-sell BCAA products and services to new and renewing Members. Process and manage payments and documents.
  • Through consultative over-the-phone sales, acquires new and renews memberships, Member entitlement products and services and personal lines insurance business to meet prescribed sales and retention targets, BCAA and AAA/CAA best practices, standards and underwriting guidelines
  • Creates and follows up on future business leads and upcoming renewals
  • Collaborates with BCAA or other supplier’s underwriters
  • Reviews product terms and conditions including, but not limited to, coverages, limits and exclusions to limit errors and omissions

Contact centre support

  • Resolve Member concerns by following BCAA’s Member resolution standards and meeting BCAA and AAA/CAA Member satisfaction goals
  • Assists on the internal insurance helpline queues
  • Supports team to meet all required guidelines to ensure accuracy and limit errors and omissions and meet BCAA, CAA/AAA and supplier’s underwriting guidelines.
  • Active learning: Keeps up to date with industry knowledge and competitor’s product offerings
    • ­    Maintain a working knowledge of all BCAA Membership and personal insurance lines manuals, best practices, standards, policies and systems
    • ­    Attend required BCAA and industry training courses
Other duties as assigned
  • Duty Officer as required to support MCC
  • Assists in training of MCC team members through coaching.
    • Implements sales and service and contact centre leadership practices such as observational and results coaching standards, sales and operational team meetings, and quality monitoring to meet Member experience, financial health, productivity, risk management and engagement goals
    • In collaboration with the Manager, Member Experience creates an engaging and positive working environment through recognition, motivation, trust and integrity
    • Communicates Member Experience standards through Coaching Conversations
Minimum Qualifications


  • Completion of Grade 12
  • General insurance agent level 2 licence



  • 4 current and consecutive years of general insurance experience. Minimum one year selling home insurance.


  • Strong written and verbal communication skills
  • Demonstrated sales productivity and selling skills
  • Good knowledge of personal lines insurance products (life insurance is not required)
  • Ability to work within a fast paced team environment. Demonstrated multi-tasking, prioritization and organization skills.
  • Proven judgment and decision making abilities.
  • Proven critical thinking abilities. Must be able to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.


Background Check:

  • Must successfully pass a background check, which may include a criminal, credit, and credential check.

Preferred Qualifications:

  • Contact centre experience
  • Completion of BCAA product training in membership, auto, travel medical, tenant, condo and homeowners insurance
  • Completion of BCAA’s photo training and Advanced Personal Lines
  • Completion of BCAA Member conversations training or external consultative “selling skills” courses
  • Knowledge of BCAA’s systems such as NEAT, Diamond, Varicent and HRWare
  • Limited history of Errors & Omissions. Be in good standing with the Insurance Council of BC.
Division CFO
Job Status Regular Full Time (RFT)
Date Added 9/9/2013
Branch/ Location Customer Contact Centre (Burnaby)
City Burnaby
State/Province British Columbia [BC]
Compensation & Benefits Overview

At BCAA, we offer competitive compensation packages and excellent career advancement opportunities. To find out more, ask the hiring managers during your interview.

Did You Know: BCAA's Road Assist Fleet just celebrated it's 50th Anniversary?
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