Role Purpose

As the Member Care Coordinator you will deliver exceptional customer service to our 1.8 million Members interacting with them via social media, phone and email. You will be an expert in AA Membership products, processes and systems, and support the Member Care team with administration activities. You will be given your own end to end case work to resolve and you will be required to undertake investigations, problem solve, communicate and negotiate with our members.

You will resolve member enquiries via our different channels to ensure that queries are turned around quickly and efficiently with the member in mind and heart.

This role is perfect for someone who enjoys the challenge of helping our members see the value in our service when they have made a complaint and achieving a win win outcome.

Flexibility & Balance / WFH Hybrid options available.

Key Responsibilities

• Provide support and query resolution for staff via the internal Staff Helpline
• Respond to Member enquiries that come through AA’s online and social media channels.
• Investigate payment exceptions and process reconciliations.
• Assist with accurately processing payment transactions in accordance with AA policy.
• Work closely with the Member Care Manager to regularly review and monitor Member experience, systems and workflow processes, identifying/recommending areas for improvement and assisting with testing and implementing changes.

What we are looking for:

Excellent communication skills are required as you will be the primary contact for receiving, investigating and resolving complaints. You are someone who is customer focused and believes in providing best outcomes for your customers.

• Self-management skills, including time management
• Strong organisational skills and the ability to be resilient and efficient.
• Experience working with sensitive and confidential information and the ability to apply sound judgement to different situations
• Someone who is able to establish effective and strong relationships with individuals and groups.

About us:

For over 115 years we’ve been helping kiwis on their adventures. We’ve become a trusted partner to our Members, who are at the heart of everything we do. And, as one of New Zealand’s most enduring brands, we’ve become a permanent feature of our cultural landscape.

Our people are talented, naturally curious and love to ask ‘what’s next?’ This means that here at the AA you’ll be surrounded by proud, passionate people who love a challenge, work as one and enjoy our unique team spirit.

If this sounds like the role for you then please apply today!