Member Experience Generalist

Member Experience Generalist

At AAA, our branches are where we make good on our promises to our Members & Team Members. The Member Experience Generalist (MEG) is a pre-leadership role designed to set the standard for service and sales excellence across multiple branch locations. The MEG acts as a role model and mentor to peers, demonstrating best practices in member interactions, cross-selling, and operational consistency. They encourage collaboration, and support branch culture by reinforcing AAA's values. This role is expected to be cross-functional, mastering multiple skill blocks (e.g., DMV, concierge, insurance servicing, Smart Home, membership sales) and adapting to different branch environments. In addition, this role serves as the eyes and ears for leadership, surfacing observations and concerns to managers for action, including branch operations, individual Team Member development, and the execution of sales and marketing strategy. While not a management role, MEGs serve as the eyes and ears for leadership, surfacing observations and concerns to managers for action, including branch operations, individual Team Member development, and the execution of sales and marketing strategy. The MEG serves as a trusted subject matter expert, ensuring delivery of Legendary Member experiences wherever support is most needed.

This is an on-site role, working full time at our new Scottsdale Branch location, including Saturdays.

Essential Functions:

• Champions and exhibits AAA's guiding principles and core values across multiple branch environments.
• Provides empathetic, reliable, and timely assistance to Team Members and Members, adapting service approaches to each branch.
• Routinely leverages resources across branches to provide solutions to complex situations.
• Coordinates workflow and resources in an organized manner across multiple locations.
• Supports Managers and Assistant Branch Managers in providing consistent communication and messaging in all assigned branches.
• Model Legendary Member service and value-based sales behaviors (membership, Smart Home, cross-business leads, credit card applications).
• Mentor and support Member Experience Associates (MEAs) by sharing knowledge, demonstrating effective practices, and encouraging skill development.
• Encourage team morale and engagement through positive reinforcement and peer cheerleading.
• Demonstrate cross-functional expertise by effectively performing and modeling multiple branch skill blocks (e.g., DMV, concierge, insurance servicing, Smart Home Security, membership sales) to ensure seamless service and set the standard for MEAs.
• Act as the eyes and ears of branch leadership, escalating observed concerns (performance, compliance, morale, or process gaps) to managers.
• Supports recruiting, training, onboarding, and scheduling of Branch Team Members, as needed in each location.
• Pulls and distributes sales reports for tracking and performance measurement across branches.
• Accountable for achieving individual sales targets while also supporting the branch in meeting overall core sales goals across all product lines (e.g., membership, insurance, Smart Home Security, financial services), with flexibility to adapt as priorities evolve.
• Ensures compliance with AAA policies, procedures, standards, and regulations regardless of assignment.
• Serves as steward of branch resources, including temporarily assuming office administrative and operational duties in the absence of a Manager or Team Lead.
• Provides feedback to leadership to support process improvements that enhance branch operations.

Knowledge and Skills:

• Demonstrated track record of successful business decision making, planning, and problem solving
• Highly developed leadership skills, quantitative and analytical skills with a proven ability to make data-driven decisions
• Ability to work cross-functionally across many business units and functions
• Excellent planning and project management skills
• Strong change management skills and the ability to operate in an environment of ambiguity
• Broad, cross-functional knowledge of Property & Casualty insurance, membership sales and service, DMV, concierge, Smart Home Security, and overall branch operations, with the ability to model and mentor in these areas
• Outstanding sales and Member service skills and the ability to transfer these skills to others
• Strong computer skills, including proficiency with the Google Apps Suite (Sheets, Docs, Drive, Slides)
• Advanced sales and service skills with the ability to transfer knowledge and mentor peers.
• Strong interpersonal and communication skills to encourage, coach, and role model without formal authority.
• Keen observation skills with the judgment to know when and how to escalate concerns to management.

Education, Competencies, Certifications/Licenses:

• Minimum Qualifications:
• 4 years of sales or service experience in a branch or member-facing environment, demonstrating cross-functional expertise and consistent top performance.
• 2-4 years of supervisory experience
• Current & valid Driver's License required
• Experience serving as a peer mentor, role model, or informal team lead preferred
• Demonstrated success in meeting or exceeding sales goals (e.g., membership, Smart Home, credit card applications).
• Preferred Qualifications:
• Bonding/fingerprinting and P&C license.
• Experience mentoring or coaching peers is highly desirable.

Working Environment / Minimum Physical Requirements:

• Works in a variety of branch office environments where standing, walking, or sitting at a desk, table, or computer workstation for extended periods of time may be required.
• Must be flexible with work shifts, including Saturdays.
• Approximately 5080% of time is spent using a personal computer.
• Must be available to work in different branch locations.
• This is primarily an office job. Physical requirements include standing, sitting, bending and lifting (up to 15 pounds).

AAA Northern California, Nevada & Utah