Branch Member Specialist

AAA • Downey, CA

2d

About The Position

The Branch Member Specialist is the primary provider of member services within a branch. The role provides DMV and notary services, supports reception and member check-in, and distributes maps, tour books, and other travel materials. It also supports branch travel services, including car and hotel reservations and domestic hotel packages, and may perform selected administrative functions.

The position is responsible for meeting members’ needs, maintaining service quality, and adding value through member relationship management and cross-selling. The specialist must maintain accuracy, meet assigned individual cross-sell goals, and make service recommendations based on members’ requests. This role requires independent handling of a variety of DMV functions and recognition of issues that must be referred to the DMV or management. It also requires confirming that members have the proper documentation for notarizations.

Requirements

• High school diploma or GED.
• Notary Public—National Notary Association certification within one year of hire.
• General typing skills and familiarity with Windows, Microsoft Office, Outlook, and internet/intranet access.
• General knowledge of Club systems.
• Ability to accurately and independently perform DMV functions and apply DMV regulations and Club member-relations policies.
• Ability to verify that members provide proper documentation for notarization transactions.

Nice To Haves

• 1–3 years of customer service experience.
• Moderate knowledge of Auto Club products and services, including travel counseling, publications, maps, and routing.
• Advanced knowledge of and training in DMV rules, regulations, and procedures.
• Moderate skill operating additional branch equipment, such as a key cutter machine and passport equipment.

Responsibilities

• Provide DMV registration services and complete transactions according to current DMV regulations and Club policies and procedures.
• Support reception by checking in members and providing maps, tour books, and other travel-related materials.
• Identify and pursue cross-sell opportunities based on members’ product needs; promote automotive, financial, and travel products and services, provide leads to other departments, and meet assigned cross-sell goals.
• Process notary transactions in accordance with National Notary Association and Club procedures, maintain knowledge of notary requirements, and maintain a notary commission.
• Prepare TripTiks and international driving permits, process passport photos, and provide routings.
• Book car reservations, hotels, and domestic hotel packages; sell Mexico insurance.
• Perform branch administrative duties, including balancing cash drawers, posting ledgers, assisting with overages and shortages, filing receipts, submitting documents, making deposits, retaining audit documents, and processing FIRM.
• Process membership and insurance policy payments and offer automatic renewal.
• Offer and process changes to membership files and upgrade basic memberships to higher-value memberships when appropriate.
• Handle ERS complaints, provide tip packs, and balance or reconcile cash drawers.
• Support membership-retention initiatives, including collecting valid email addresses, acknowledging first-year members, and supporting AAA Auto Pay and Identity Theft Monitoring.
• Process travel, automotive, and cashiering transactions efficiently and accurately.
• Independently perform DMV functions, identify whether issues can be resolved at the branch or must be referred to the DMV or management, and ensure proper documentation for notarizations.
• Analyze member requests and determine appropriate service recommendations and actions.
• Travel occasionally to off-site business meetings or conferences.

Benefits

• Health coverage for medical, dental, and vision.
• 401(k) savings plan with company match and a pension.
• Tuition assistance.
• Floating holidays and PTO for community volunteer programs.
• Paid parental leave.
• Wellness programs.
• Employee discounts on membership, insurance, travel, entertainment, services, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED