Insurance Retention Supervisor (58387)

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.

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