Counsellor, Travel Insurance

Job Description

Protect TRAVEL DREAMS. Deliver PEACE OF MIND. 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. As an AMA Travel Insurance Counsellor, you’ll assess member needs, recommend the right insurance products, and ensure every member feels supported and protected. You’ll be a key part of helping Albertans enjoy worry-free travel experiences — whether they’re booking a family vacation, a backpacking adventure, or a dream getaway. If you’re passionate about exceptional service, accuracy, and ensuring members are protected every step of the way, this is the role for you. A Place to Belong At AMA, we treat each other like friends and family — and we really mean it. We’re obsessed with protecting the things our members care about most, and we support one another with integrity, respect, collaboration, and a whole lot of laughter along the way. As part of our Travel team, you’ll enjoy: Competitive salary and flexible benefits, with 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. Who You Are You’re passionate about delivering exceptional member service and helping people make informed decisions. You love diving into details and ensuring your work is accurate and complete. You’re comfortable discussing insurance coverage, exclusions, and product options with clarity and confidence. You understand that the best service blends empathy, product knowledge, and attention to detail. You thrive in a fast-paced contact centre environment and can balance multiple priorities at once. You’re comfortable adapting to change and supporting new initiatives. How You’ll Make an Impact 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. What You Bring to the Table 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. Belonging Matters Here AMA is committed to providing an inclusive, respectful, and accessible environment. If you require an accommodation at any time during our recruitment process, please contact [email protected]. We’ll work with you feel supported throughout your journey with us. -WORK MODEL: Remote - We thank all applicants for their interest; however, only those selected for an interview will be contacted. Apply To This Job