Member Experience Coordinator

ABOUT AAA HOOSIER:
Since its creation in 1902, AAA has become one of North America's largest membership organizations. Today, AAA Hoosier provides roadside assistance, travel services, exclusive member discounts and benefits, and trusted financial and insurance services to nearly 400,000 Hoosiers. To learn more about AAA Hoosier offers, visit Hoosier.aaa.com.


Here's What is in it for YOU:

• A company culture that provides training and learning opportunities.
• A brand that you can be proud to be part of.
• A culture that will challenge you to be your best.
• Health / Dental / Vision benefits.
• Paid Time Off.
• Paid Holidays.
• Corporate Incentive Plan (CIP)
• Company provided LTD & Basic Life Insurance.
• Service Anniversary Recognition.
• Free AAA Plus Membership.
• Generous 401k w/ company match.
• Company provided HSA dollars.

Position Summary:

As a Member Experience Coordinator, you will play a crucial role in ensuring the overall data integrity, collection, and maintenance of membership records. Responsible for various tasks, including processing incoming mail, providing internal support, managing Phone Co processing, handling phone queue responsibilities, addressing web-related inquiries, and overseeing membership transfers in and out of Hoosier Territory through MITA.

Duties and Responsibilities:

1. Processing Incoming Mail:
• Manage Direct Mail Responses efficiently.
• Manage Address Changes, Undeliverable, and Returned Mail.
• Handle Member Correspondence effectively.

2. Internal Support:
• Answer procedural questions from branch staff.
• Provide technical support for Connect Suite.
• Respond to inquiries via View email address on click.appcast.io.

3. Phone Queue:
• Inbound Queue: Process new member joins.
• Manage billing inquiries and change requests with accuracy and professionalism.
• Process Cancellation Requests, ensuring a thorough understanding of member concerns and focusing on retention.

4. Outbound Queue: Member outreach.
• Support existing Member Retention efforts.

5. Web:
• Respond to Contact Us requests and engage in Chat via AAA.com.
• Address Changes, Duplicate Card Requests, and Account Login assistance.

6. MITA (Membership Information Transfer Application):
• Manage membership transfers in and out of Hoosier Territory.

7. Perform other duties as requested by management.

Education and/or Experience Requirements:

High school diploma or general education degree (GED); plus, one year of inside sales, data management, or customer service experience is preferred.

Connect with AAA Hoosier:

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