Lead Insurance Retention Agent (59098)

AAA Northeast • Lincoln, NE

5d • $30 - $38 • Hybrid

About The Position

AAA Northeast is seeking a Lead Insurance Retention Agent to join their team. This role involves overseeing the work and productivity of the Insurance Retention Agents, planning, organizing, coordinating, and monitoring their daily activities. The Lead Retention Agent will act as a leader in the Insurance Operations department, providing assistance to agents, handling complex retention issues, demonstrating relationship-building skills, and resolving problems with Five Diamond Service to protect the AAA brand legacy. This position also assists management with daily workflow distribution and other support duties. The work schedule is hybrid, Monday-Friday from 8:30 am to 5 pm, with required in-office days on Tuesday, Wednesday, and Thursday. AAA Northeast is a growing company with a mission of helping and serving, and has been recognized as a top employer and best place to work in the Northeast.

Requirements

• High School Diploma or GED Required
• Insurance customer service/sales experience Required or in preceding job level Required
• Must reside in the state of RI or be willing to commute to Lincoln, RI three days a week
• Valid Property and Casualty License Required
• Service Tier Insurance Designation Required

Nice To Haves

• Associate's Degree Preferred

Responsibilities

• Responsible for performing regular duties of the Insurance Retention Agents, including placing outbound retention calls to existing and lapsed insureds, and receiving incoming calls from at-risk insureds.
• Offers rewrite of policy to insureds as new companies/products are introduced.
• Strives to continually improve the insurance retention rate, while providing Five Diamond Service in every interaction.
• Provides 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.
• Handles the more complex retention issues.
• Performs regular data analysis to proactively identify at-risk insureds.
• Assists management in various day-to-day activities of the department.
• Ensures the delivery of Five Diamond Standards.
• Acts as the primary support of the Retention team for questions and issues that arise.
• Provides coaching and direction when errors occur and positive feedback for team successes.
• Helps train and develop the retention team by partnering with the Retention Team Supervisor.
• 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 supporting the Retention team to help achieve their targets and goals.
• Provides direction and best practices to the team to increase productivity and efficiency.
• Personal contributions should set an example for the team and demonstrate what success looks like as part of the Retention Team.
• Shares knowledge of various insurance carrier products, services, technology, and processes to others on the team.
• Follows and trains on agency processes and procedures in quoting and binding coverage, as well as receipt and processing of all member payments.
• Works with Quality Assurance and Underwriting departments to minimize error and omission exposures.

Benefits

• Rated a top employer and best place to work across the Northeast year over year
• Committed to giving back to the community
• Diverse culture, fostered by the many talents, skills, passions, and expertise of our employees
• Equal opportunity employer
• Does not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED