Key Facts

Remote From:

Rhode Island (USA)

Full time

English

Hard Skills

Other Skills

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

Roles & Responsibilities

Experience leading a team of retention or sales agents and driving performance toward targets.
Strong analytical skills with the ability to analyze retention data and produce management reports.
Excellent customer service and relationship-building skills; able to resolve complex issues and protect the brand.
Knowledge of insurance practices, quoting and binding processes, regulatory changes, and carrier products; familiarity with Five Diamond Service standards.

Requirements:

Oversees day-to-day activity of the Retention team, providing professional guidance and supervision to maximize account retention and cross-/upselling.
Analyzes the team’s retention efforts, produces management reports, and identifies potential retention projects to improve overall results.
Leads in Insurance Operations, assisting retention agents with complex retention issues and protecting the AAA brand; coordinates workflow and support duties.
Ensures Five Diamond Service standards are maintained, processes calls efficiently, resolves member problems, and collaborates with Quality Assurance and Underwriting to minimize errors; conducts coaching and performance reviews.

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.