Key Facts

Remote From:

Full time

English

Hard Skills

Cross-Selling Employee Retention Performance Management Call Center Experience Underwriting Payment Processing Insurance Regulatory Law Business Metrics Process Management Error Detection And Correction Customer Retention

Other Skills

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Team Leadership
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Quality Assurance
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Relationship Building
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Troubleshooting (Problem Solving)
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Mentorship
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Customer Service
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Communication

Roles & Responsibilities

Experience leading a retention or sales team in an insurance or related financial services environment
Strong knowledge of insurance practices, including quoting and binding processes, and carrier products
Proven ability to manage performance metrics, coach staff, and conduct performance reviews
Excellent communication and relationship-building skills with a focus on customer service and brand protection

Requirements:

Oversees day-to-day activity of the customer Retention team, providing guidance and supervising to maximize account retention and cross-/upsell
Analyzes the team’s retention efforts, generates reports for management, and identifies projects to improve retention results
Leads Insurance Operations by assisting retention agents with complex issues, resolving problems within Five Diamond Service, and managing workflow distribution
Ensures Five Diamond Service standards are maintained, handles calls efficiently, resolves member problems, explains benefits, and directs calls to the appropriate business line

AAA Northeast

Consumer Services

About AAA Northeast

AAA Northeast is one of the largest and most innovative not-for-profit organizations, providing advocacy on behalf of all motorists, as well as a wide range of services including roadside assistance, insurance, loans, travel, discounts and rewards, and more. We are comprised of more than 70 locations in a six-state area and provide valuable roadside service to almost 6.2 million members. AAA Northeast employees help and serve as a way of life. Through a 100-year-plus legacy of service stewardship, our employees make valuable contributions to our workplace and the communities we serve. AAA Northeast proudly serves the following counties in Connecticut: Fairfield, Litchfield and New Haven, all of Massachusetts, in New Jersey: Essex, Morris, Passaic, and Union, in New York: Bronx, Chenango, Delaware, Dutchess, Herkimer, Kings, Nassau, New York, Orange, Otsego, Putnam, Queens, Richmond, Rockland, Schoharie, Suffolk, Sullivan, Ulster, Westchester and parts of Lewis, Madison and Oneida, in New Hampshire: Salem and all of Rhode Island. NMLS 179871 MORTGAGE BROKER ONLY, NOT A MORTGAGE LENDER OR CORRESPONDENT LENDER. "We arrange but do not make loans."

Industry: Consumer Services

Founded: 2018

Company size: 1001 - 5000

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Job description

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.

The Insurance Retention Supervisor is responsible for leading a team of retention agents, driving retention initiatives, and ensuring operational excellence. This role involves supporting the development and implementation of retention and sales strategies, providing guidance, training, and mentorship to the team towards the achievement of targets.

What you will do:

Oversees the day-to-day activity of the customer Retention team while providing professional and technical guidance to the team. Supervises the team to maximize account retention, cross and upselling.
Analysis of the team’s retention efforts; provide reports to management of results of various retention efforts; identify potential retention projects to increase the agency’s overall retention results.
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.
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 the performance management of the team by identifying trends and/or performance related matters; utilizing department systems for metrics. Conduct monthly one on one coaching with direct reports. Writes and administers performance reviews.
Stay updated with industry trends, product knowledge, regulatory changes, and insurance carrier products. Ensure all agency processes and procedures are followed in quoting and binding coverage, as well as receipt and processing of all member payments. Partner with Quality Assurance and Underwriting departments to minimize error and omission exposures. In depth knowledge of insurance practices, including the scope of an agent's authority.