Insurance Agency Supervisor (59981)

Responsible for leading a team of remote and/or hybrid insurance sales agents and customer service representatives. This role involves driving sales initiatives, ensuring operational excellence, and providing professional and technical guidance. The role also includes supporting the development and implementation of sales strategies, providing guidance, training, and mentorship to the team, and ensuring each customer interaction meets Five Diamond Service standards.

What you will do:

• Monitor and analyze sales data, identify trends, and propose improvements for the team to meet and exceed goals. Conduct daily huddles to identify opportunities, share best practices, and foster a team coaching environment. Provide regular feedback and coaching to each team member with a personalized approach. Supervise staff to achieve specific measures including productivity, average speed of answer, and telephone average handle time goals. Ensure Agents have a solid understanding of activities such as account-rounding and renewal enhancement programs. Monitor and track telephone queue performance to goals, taking corrective action when required. Conduct call monitoring and provide feedback.
• Supervises and monitors the activities of the Agency team, implementing and monitoring all department guidelines and policies. Plan, assign, and supervise work; create and organize schedules to meet team and department workflow demands. Participate in the hiring process and ensure adequate training of employees. Motivate and encourage representatives through positive communication and feedback. Appraise performance, recommend merit increases, and ensure proper disciplinary action of employees. Advocate and ensure adherence to policies, procedures, and industry standards through call monitoring and review of new business submissions.
• Identify training needs, focusing on knowledge of industry, sales ability, and customer service skills. Work with Training Specialists to develop effective training modules and practices. Evaluate the effectiveness of current training practices and identify areas for improvement. Support and monitor compliance with all Club training efforts, particularly the delivery of Five Diamond Customer Service. Capitalize on opportunities to develop professional and technical skills of staff. Make recommendations regarding procedural changes to enhance staff effectiveness and improve overall customer service delivery. Implement quality and retention assurance programs, focusing efforts on the delivery of customer service.
• Work with insurance companies and Club underwriters to handle complex files and find acceptable solutions to problem policies. Utilize Five Diamond service standards to build professional relationships and handle unique circumstances and client complaints. Advise clients of AAA policies and utilize all available resources to provide positive alternatives to resolving conflicts. Authorize exceptions to such policies with the approval of the Insurance Agency leadership. Handle customer escalations and resolve issues to ensure total satisfaction.
• 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.