Debra ODonnell

As a AAA customer service representative my job description entails counseling the public on benefits by AAA members, such as AAA credit card programs, AAA Premier, and AAA Plus.

It also involves the sales of associate and primary memberships; assisting members with membership issues; and carrying out necessary changes on existing memberships.

The customer service representative’s role at AAA is expected to meet and exceed he minimum satisfaction scores. Customer service representative work description also entails assisting members in obtaining inter-American/International Driving Permits; helping members to obtain car rentals; and taking passport photos. I refer members to financial services and AAA Insurance Agency for review of homeowner and auto coverage.

• Maintained accurate records of member interactions and transactions.
• Answered incoming calls regarding membership benefits and services.
• Collected deposits or payments and arranged for billing.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Completed transactions for membership renewals and extensions.
• Handled customer complaints in an efficient and courteous manner.
• Updated databases with new and modified customer data.
• Processed cash and check deposits every day.
• Provided input into developing new processes for improving customer service standards.
• Participated in team meetings to discuss customer service strategies and goals.
• Enhanced member relationships by providing excellent service during each interaction.
• Presented and explained services and products to meet member needs.
• Consulted with customers regarding needs and addressed concerns.
• Identified opportunities for cross-selling additional products or services based on member needs.
• Responded promptly to emails from members seeking assistance.
• Answered member questions about products and services.
• Assisted colleagues with tasks as needed during peak times of activity.
• Greeted customers in a friendly and professional manner.

• Gathering information for the loan application
• Evaluating credit histories for applications
• Collecting data from clients such as their assets, salaries, debts and employment status to fill in information for the loan application
• Researching and correcting mistakes in applications for clients
• Reviewing file documentation for missing or erroneous information
• Meeting loan application deadlines
• Assisting Loan Officer with requests and tasks needed to complete and process applications
• Compiled documentation required for submission to government agencies for processing.
• Prepared closing documents, including title policies, deeds, and other related items.