Counsellor, Travel Insurance

About the role

The Opportunity Are you someone who loves helping people feel confident about their travel plans? Do you have a knack for understanding individual needs and matching them with the perfect insurance solution? If you thrive in a fast-paced, member-focused environment — and you’re energized by delivering exceptional service — you might be the perfect fit for our team.

Responsibilities

• Assess member needs and recommend the most suitable AMA travel insurance products, clearly explaining coverage details, exclusions, and policy requirements.
• Deliver exceptional sales and service across in-person, phone, and online channels, ensuring first-call resolution and timely responses.
• Prepare accurate and complete policy documentation while maintaining strong attention to detail, privacy compliance, and information security.
• Follow AMA Travel policies, procedures, and operational standards, adhering to audit controls, compliance requirements, and quality expectations.
• Build strong, positive relationships with members and travel partners by creating an inviting, “Practically Family” experience and resolving concerns with empathy and professionalism.
• Support business initiatives by participating in call-out campaigns, consumer events, and product or marketing programs.
• Contribute to operational improvements and apply sound judgment to support AMA’s strategic priorities and brand standards.

Requirements

• A high school diploma and at least one year of retail customer service experience; travel or insurance industry experience is an asset.
• Strong knowledge of travel insurance products, reservation systems, and basic accounting principles, with proficiency in Microsoft Office.
• Excellent needs-assessment abilities supported by strong communication, active listening, and customer service skills.
• Demonstrated sales capability and confidence presenting information to members or at events.
• Ability to manage time, prioritize tasks, and adapt effectively in a fast-paced environment.
• Empathy, creativity, and a solution-focused mindset for addressing and resolving member issues.
• Confidence in sharing travel insurance knowledge professionally and accurately.

Qualifications

• High school diploma.
• At least one year of retail customer service experience.
• Travel or insurance industry experience is an asset.

Skills

• Knowledge of travel insurance products, reservation systems, and basic accounting principles.
• Proficiency in Microsoft Office.
• Needs-assessment abilities.
• Strong communication, active listening, and customer service skills.
• Sales capability.
• Time management and task prioritization.
• Adaptability in a fast-paced environment.
• Empathy and problem-solving skills.
• Professional presentation of travel insurance knowledge.

Benefits

• Competitive salary and flexible benefits, including access to health and wellness accounts.
• Employer-paid retirement savings program (with AMA matching).
• Discounts on AMA products including travel, insurance, memberships, driver education, and more.
• Free travel medical insurance for you and your immediate family.
• Unlimited learning opportunities and dedicated development time.
• Generous paid time off including vacation, personal days, a Me Day, and Volunteer Day.

Pay

Competitive salary.

Schedule

Remote work model.