Lead Insurance Retention Agent (58388)

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

While performing the core responsibilities of the Insurance Retention Agent role, the Lead Retention Agent will also oversee the work and productivity of the team. Plans, organizes, coordinates and monitors the daily work activities of the Insurance Retention Agents. Acts as leader in the Insurance Operations department. Will provide assistance to Insurance Retention Agents; handles more complex retention issues, demonstrating relationship building skills; resolves problems with Five Diamond Service, focusing on protecting the AAA brand legacy; assists management with daily distribution of workflow and other support duties as necessary.

What you will do:

• Responsible for performing regular duties of the Insurance Retention Agents. Duties include placing outbound retention calls to existing and lapsed insureds, receiving incoming calls from at risk insureds. Offers rewrite of policy to insureds as new companies/products are introduced. Strives to continually improve the insurance retention rate, while providing Five Diamond Service in every interaction.
• Provides supervision and monitoring of the team in the execution of duties, including outbound and inbound retention efforts for at-risk customers to retain existing business. Will handle the more complex retention issues. Perform regular data analysis to proactively identify at-risk insureds. Will assist management in various day-to-day activities of the department. Ensures the delivery of Five Diamond Standards.
• Act as the primary support of the Retention team for questions and issues that arise. Provide coaching and direction when errors are and positive feedback for team successes. Helps train and develop the retention by partnering with the Retention Team Supervisor.
• Ensures Five Diamond Service standards are maintained; processes telephone calls in an efficient and timely manner; troubleshoots and resolves member problems; acts as knowledgeable Club representative by explaining benefits of AAA products and services, and by directing calls to appropriate business line as necessary.
• Responsible for supporting the Retention team to help achieve their targets and goals. Provides direction and best practices to the team to increase productivity and efficiency. Personal contributions should set an example for the team and demonstrate what success looks like as part of the Retention Team.
• Shares knowledge of various insurance carrier products, services, technology, and processes to others on the team. Follows and trains on agency processes and procedures in quoting and binding coverage, as well as receipt and processing of all member payments. Work with Quality Assurance and Underwriting departments to minimize error and omission exposures.