Lead Insurance Retention Agent (58721)

AAA Northeast•North Providence, RI

8d•Onsite

About The Position

AAA Northeast is seeking a Lead Insurance Retention Agent to join their innovative team. This role involves not only performing the core duties of an Insurance Retention Agent but also overseeing the work and productivity of the team. The Lead Retention Agent will plan, organize, coordinate, and monitor the daily activities of the Insurance Retention Agents, acting as a leader within the Insurance Operations department. This position will provide assistance to Insurance Retention Agents, handle more complex retention issues, demonstrate relationship-building skills, resolve problems with Five Diamond Service, and assist management with daily workflow distribution and other support duties.

Requirements

High School Diploma or GED
Insurance customer service/sales experience Required or in preceding job level Required
Valid Property and Casualty License Required
Service Tier Insurance designation Required

Nice To Haves

Associate's Degree

Responsibilities

Placing outbound retention calls to existing and lapsed insureds.
Receiving incoming calls from at-risk insureds.
Offering rewrites of policies to insureds as new companies/products are introduced.
Striving to continually improve the insurance retention rate while providing Five Diamond Service.
Providing 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.
Handling more complex retention issues.
Performing regular data analysis to proactively identify at-risk insureds.
Assisting management in various day-to-day activities of the department.
Ensuring the delivery of Five Diamond Standards.
Acting as the primary support for the Retention team for questions and issues that arise.
Providing coaching and direction when errors occur and positive feedback for team successes.
Helping train and develop the retention team by partnering with the Retention Team Supervisor.
Ensuring Five Diamond Service standards are maintained.
Processing telephone calls in an efficient and timely manner.
Troubleshooting and resolving member problems.
Acting as a knowledgeable Club representative by explaining benefits of AAA products and services, and by directing calls to appropriate business lines as necessary.
Supporting the Retention team to help achieve their targets and goals.
Providing direction and best practices to the team to increase productivity and efficiency.
Setting an example for the team and demonstrating what success looks like as part of the Retention Team.
Sharing knowledge of various insurance carrier products, services, technology, and processes with others on the team.
Following and training on agency processes and procedures in quoting and binding coverage, as well as receipt and processing of all member payments.
Working with Quality Assurance and Underwriting departments to minimize error and omission exposures.